Maintains a working knowledge of policy and procedures.
Displays an understanding of technology to troubleshoot issues.
Attends front line training.
Demonstrates excellent listening, written and verbal communications skills.
Demonstrates flexibility and works constructively under pressure while responding positively to change.
Demonstrates up-to-date knowledge of developments in his/her functional area.
Demonstrates excellent diplomacy and interpersonal communication skills when interacting with customers.
Copper and fiber certified, as needed, passing all required testing according to Frontier standards.
Successful completion of instructor led New Hire Training with a blended delivery approach.
Successful completion of instructor led technology up skilling with a blended delivery approach.
Successful completion of Learning Lab practical application/OJT, focused small group sessions.
Must have an extensive understanding of communication LAN/WAN networking components (i.e., PCs, Routers, Multiplexers, Bridges, and Switches. etc.
Must have the ability to work with customers, on the telephone, to isolate and resolve problems within the customer’s equipment, software applications, or in the Frontier network.
Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups.
Ability to perform more than one function at a time while communicating with internal and/or external customers.
Required to utilize a headset and sit at a workstation for extended periods, while working at a computer terminal assisting internal and external customers.
Must have working knowledge of the FTTP/FTTH architecture and platform.
Previous Technical Support experience preferred troubleshooting voice, VoIP, data, video.