Great Plains Communications is looking for a detailed oriented Service Assurance Specialist I to join our growing team.

This remote position can be located in Nebraska or Indiana.

This position communicates maintenance and outage information with GPC employees and departments, as well as “VIP”, carrier/wholesale, and managed services customers. Provides initial troubleshooting and escalation/ticketing support. Works with the Technical Support Center (TSC) and Network Operations to ensure services are properly supported.

Duties include:

• Provides Tier 1 and 2 troubleshooting support to GPC’s VIP, carrier/wholesale, and managed service customers.
• Works with GPC personnel to identify outages and issues to get them communicated to the correct team for troubleshooting and resolution.
• Monitors ticket close times to assure they meet GPC expectations.
• Follows appropriate processes for problem documentation, assignment, escalation, and tracking.
• Checks for messages periodically and works on reported problem or assigns tickets appropriately.
• Answers calls and interacts with customers in a friendly and professional manner.
• Monitors and responds accordingly to all alarms within the GPC footprint.
• Issues tickets through the proper channel to ensure efficient communication of events.
• When necessary, ensures escalation is completed in a timely fashion to the appropriate GPC department or team.
• Obtains required technical information to provide communication material used to create outage notifications for internal and external customers.
• Works with the Technical Support Center (TSC) to ensure regional troubles are communicated quickly and efficiently.
• Provides comprehensive information to coworkers to achieve the best communications possible.
• Notifies proper channels of any known issues or related outages in all of GPC network footprint.
• Provides regular status update communications, as defined in GPC’s Outage Communications Plan, to affected customers and departments.
• Works with SA peers to quickly identify troubles.

EDUCATION DESIRED

High school graduate or equivalent

Industry related technical training

EXPERIENCE DESIRED

2+ years’ experience with Internet-related computing systems (PCs and servers) and IP networks

Experience in a multi-faceted network (Voice, Video, Data)

2+ years’ experience in a customer service environment

History of providing quality customer service

Strong communications skills

Experienced in provisioning one or more services.

Basic understanding of monitoring provider services and responsibilities

Competitive salary and benefits provided. EOE.

To apply, visit www.gpcom.com/careers.

Great Plains Communications is one of the largest privately-owned telecommunications providers in the Midwest, serving nearly 200 communities throughout Nebraska and Indiana. Business and enterprise services range from traditional and cloud-based voice and data products to installation and support of strategic networks with fully scalable, managed Ethernet solutions. The company also takes pride in its progressive approach to accommodating the unique needs of wholesale customers, including regional and national telecommunications carriers, LECs, ISPs, wireless and other providers utilizing superior custom engineering and custom-build strategies. In addition, the company serves residential customers with an impressive suite of services including high speed Internet, cable and streaming video, and local and long-distance telephone services. At the core of its service offering is an extensive 13,000+- mile, MEF certified regional fiber network reaching 11 states that is fully supported by a 24x7x365, Network Operations Center.

Founded in 1910 by E.C. Hunt as a Nebraska phone company, Great Plains Communications has evolved over the past century, keeping pace with technology, and increasing bandwidth demands to become a leading regional network and fiber services provider.

The company is headquartered in Blair, Nebraska and is owned by Grain Management, LLC: a leading private equity firm focused on investments in the Communications sector.