Telephone & Data Systems Hiring for Associate Manager – Advanced Technical Support at United States Full Time

The Associate Manager-Advance Technical Support provides technical leadership and guidance of the Advanced Technical Support Team, which includes a direct reporting structure of the team. This Associate Manager position is a critical contributor and subject matter expert (SME) who will champion commercial and flagship product workflow and process improvements that will positively impact the quality of support of our commercial customers. This position will be heavily engaged in the Gated project process and the PAC work associated with each one. The individual will identify procedures required for Technical cases and how they impact the Advanced Technical Support and Customer Repair teams.

The Advanced Technical Support Team provides critical support to TDS’ high revenue commercial customers, CRA Is and Field Service Technicians. The Advanced Technical Support Team is the first point of contact for TDS Top 100 and flagship product support. They will answer questions while taking the time to educate others on the appropriate use of tools, procedures, job aids, as well as technical troubleshooting assistance for voice, video and data services. They are also the first point of contact for all customer escalations and internal sales team representatives. This Associate Manager position is very heavily involved in resolving escalations that reach the highest Executive levels of TDS.

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to nearly 1,000 rural, suburban, and metropolitan communities across the U.S. With 1.2 million connections, TDS is a rapidly growing technology company. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.

• Provide technical leadership and be the Subject Matter Expert that is regularly assigned the lead on PAC projects impacting Commercial customers, contact and collaborate with peers across the organization for processes improvements, procedure updates, and communications that provide clarity while promoting overall efficiency and accuracy.

• Provides leadership to the Advanced Technical Support Team. This includes performance management, reporting, employee development, coachingtraining, hiring, and retention. Incorporate the principles and tools of the Management Operating System (MOS).

• Oversight and management of TDS Top 100 customers by building support structure to provide for total ticket/customer ownership of support related issues and interacting with high profile/high revenue commercial customers.

• Provide ticket and trouble resolution analysis to identify trends and anomalies that can be used to prevent a customer call or improve the mean time to repair.

• Manage and oversee high revenue commercial customer escalations that reach the Executive Level or Public Utilities Commission

Required Qualifications

• Bachelor’s degree or higher OR 4+ years of professional work experience

• 3+ years’ work experience in Voice/Data/Video networking or related field.

• 5+ years’ customer support experience in the telecommunications industry. · 1+ years supervisory and mentoring experience of a technical team in a service provider network

• 1+ years’ experience managing and interacting with high profile commercial customers

Other Qualifications

• Ability to travel as business needs dictate

• 3+ years’ supervisory and mentoring experience.

• 2+ years’ experience in applications and tools used by Customer Repair Seniors (included but not limited to UTS, DESI, INAT, UTS, CSG, Support Portal).

• Considerable background and experience in TDS Network Operations’ procedures and operations.

• Must be versatile and adaptable to many different types of people and situations and must be able to work with a staff of diverse backgrounds, ages, and levels within and outside the organization.

• Be able to build and maintain strong working relationship across multiple businesses units, vendors and customers in order to drive successful outcomes focusing on the team.

• Strong oral and written communication skills

Highly familiar and proficient in several of the following areas:

• Broadband and narrowband access technologies including (but not limited to) POTS, xDSL, T1, DS3, PRI, BRI, WiFi, WiMAX, PON, OCX.

• Transport technologies including (but not limited to) SONET, ATM, Ethernet, POS, DWDM, WDM.

• Voice Switching technologies including Legacy TDM and Softswitch technologies.

• TCP/IP technologies including (but not limited to) routing and routing protocols (e.g., OSPF, BGP, etc.), subnetting, multicast, tunneling, bridging, MPLS, IP quality of service, traffic engineering, VoIP and IPTV.

• Power Concepts associated with AC and DC power equipment and HVAC implementations in both cabinet and building applications. · Customer premises equipment including (but not limited to) Routers, PBX, Handsets, set-top boxes, home wiring concepts

Physical Demands and Work Environment

While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee regularly communicates with customers. The employee is frequently required to move about and reach for items. The employee may occasionally lift and/or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The position requires wearing of headset for remote call monitoring.

Benefits

As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!

Requisition ID: 2021-17797

External Company URL: www.tdsinc.com

Telecommute: Yes