Pull CPE from a database query after verifying orders have been properly processed and are complete. Configure equipment and troubleshoot hardware and scripting issues that arise during configuration. Interacting with different departments to correct any issues with CPE, shipping address, shipping method, LCON, resolved quickly as possible. As a result the CPE gets to site for turn up in a timely manner. I respond to requests such as additional projects, CPE escalations and questions of all sorts for our group and other departments. Learn new systems and provide information for development of new processes. Work with offsite personal to train and develop systems to streamline the process of getting equipment to the customer. Work directly with customers to provide solutions for CPE related issues such as timely shipping, moving escalated orders through other groups, reverse logistics, catching issues and correcting. Handled escalations to fulfill solutions to high profile customers and customers in emergency situations. Manage the rollout of equipment for customers installs including quality control of proper equipment and readiness of the circuit and provisioning.

Set up accounts for network connectivity and CPE configuration; Information added to account LAN and WAN IP’s, DNS, Monitor IP, MRS Loopback IP, voice IP, and login information for router connection. Update and document process is complete in TBS and/or M6 for the coordinating order. Process also includes working with other departments to work out issues with accounts that are missing or have incorrect information. Created documentation and submitted to management with all the steps to complete an order of the layer three process. This document will be used for training purposes with new employees. Complete soft disconnects once a month for billing and reconnect them once payment is received. Process disconnects by de-allocating any IP’s and removing all paths from Shasta or Radius.

Responded to customer inquiries regarding products and services; price information, billing procedures, installation procedures and rate structure Diagnoses of internet connectivity issues, general internet related problems, software related issues, and recommend solutions; expedited correction or applied credit adjustment, notified other departments or outside partners of need for resolution. Maintain customer accounts; enter sales and customer information such as sales orders and processing advance payment promptly and accurately. Coordinates with customer to arrange installation or service date and times; placed follow-up calls to customers to ensure installation was completed correctly and on time.

Provided first level and premium technical support over the phone and through email. Working one on one with customers and also with other technicians as a team on a variety of issues and customizations. Assisted in pre sales conference calls to answer customer’s questions about the software, resolve issues, set up FTP access to log files, Create filters, Set up application to run as a service, explain the different sections of the report reports and how the numbers are calculated. Assisting the customer in the customizations of the software go give the desired results. Writing of solution articles for web site to provide solutions to customers. Tested software before released to the public and to test for known issues to be sure that they worked correctly.