● Creating and implementing the installation process that our Customer Activationteam follows.● Creating and implementing the process that our field technicians follow forday-to-day customer installations and billing finalization.● Creating and implementing the porting and FOC process for all voice customersin the Coosa Valley Technologies network● Tier 2 trouble resolution for residential customer account/billing issues● Tier 2 trouble resolution for residential customer voice and data issues● Surveying commercial properties before the installation to gauge what physicallyneeds to be done by our installation technicians.● Being the initial point of contact for vendors for all Hosted Voice Installations andLNP/porting issues.● Creating and implementing the sign-up, and billing process for all commercialcustomers in the Coosa Valley Technologies network.● Distributing and maintaining inventory of all Coosa Valley Technologies HostedVoice products (phones, switches, routers, ATA’s).● Supervising and maintaining all commercial accounts and installations on theCoosa Valley Technologies network.● Scheduling phone number ports and verifying FOC for all commercial/hostedvoice installations.● Troubleshooting provisioning issues in Adtran AOE and GLDS Broadhubsoftware.● Admin for GLDS Broadhub at Coosa Valley Technologies (overseeing the initialconfiguration for GLDS Broadhub for company launch, maintaining and updatingall customer address information for all DAs and service areas, building newservice and billing packages, training all new employees and Customer ActivationSpecialists on GLDS Broadhub software, updating GLDS Broadhub configurationfor all new DA activations, creating and modifying all the schedules for CVTinstallation technicians, modifying and maintaining MyBroadbandMarket for thecustomer sign up process)

● Work directly with customers, vendors, and field personnel to turn up new datanetworks and equipment including but not limited to Customer PremiseEquipment (CPE), firewalls, Wireless Access Points, and bandwidth diversityboxes.● Troubleshoot routing issues between core routers, PE (Provider Edge)equipment, CPE, and CPE to customer equipment.● Act as an interdepartmental technical liaison and actively participate in variousprocesses, systems, and quality projects.● Efficient in interacting with internal departments and customers to quickly resolveinstallation and fulfillment issues.● Escalate as needed to manage any service interruption patterns to identifypotential network service-affecting issues.● Programming and building Auto-Attendants, MADN groups, Virtual Call Routers,and Voice Over IP Phones systems for customer use.● Building and troubleshooting FOC orders as needed to fulfill customer’s voiceneeds.● Configuring various Adtran and Cisco CPE/POE platforms for customer voiceand data usage.● Activating and configuring VeloCloud Edge products for customer voice and datausage.● Activating and configuring various Mitel, Polycom, and Audiocode phoneplatforms for customer voice traffic.

● Processing escalated and emergency (911) calls as back up for local 911services.● Ensuring the call center meets contracted service level agreements such as callsper hour and abandoned calls● Provide daily coaching to improve Operator performance.● Train Service Assistants and Fill-in Leads to handle escalated calls and situationsproperly.● Ensure that all calls coming into the call center are handled proficiently to includestaff adjustment, break and lunch revisions, and task allocation.● Daily management and documentation of payroll verification and staffingchanges.● Troubleshooting computers for call processing.

● Selling and producing commercials for airplay for local and non-local customers.● Provide Public Service Announcements for Calhoun and surrounding counties.● Maintain equipment throughout the building such as computers, recordingequipment, live broadcasting equipment, internet routers, severe weather alarms,and live sound equipment.● Producing Jacksonville State University, Oxford High School, Donoho HighSchool, and Atlanta Braves sporting events for airplay.● Producing commercials for airplay using Adobe Audition, Scott Studios TLC, andScott Studios Automation.● Provide severe weather coverage for Calhoun and surrounding counties (24x7).● Produce live broadcasts on-site from various locations while maintainingupstanding communication and customer service skills