Central Office Technician B

Req ID: CENTR013267
Job Title: Central Office Technician B
Location: 214 MONROE STREET, FAIRMONT, WV 26554
Union: CWA 2009 - CBA 142
Hiring Manager: Daniel Collier
# of Openings: 1
Posting Dates: 7/16/25-7/29/25
Wage Range: $704.00 - $1,771.50 per week

9-1-1 Center Office Technician

Summary
The technician can be assigned to perform several functions within the 9-1-1 Customer Care Center. However, there are several basic functions that are common in any center:
* Receive incoming trouble reports from customers
* Screens incoming trouble reports
* Analyze trouble reports
* Test incoming trouble reports
* Resolves trouble conditions
* Clear roadblocks to improve MTTR

The information below details the roles & responsibilities associated with these functions.

General Responsibilities:
The 9-1-1 Center Office Technician's Roles & Responsibilities are included in, but not limited to the following functions:
* Receives and processes trouble tickets.
* Analyzes trouble reports.
* Monitor 9-1-1 alarms.
* Refers troubles to field forces.
* Performs Test Assist for Customers / Vendors & others.
* Coordinates circuit repair activities.
* Refers troubles to responsible maintenance group(s).
* Requests and provides circuit repair activity status.
* Provides timely status to the customer on repair activities
* Initiates referrals to technical support group.
* Recognizes and deals with irate Customers appropriately.
* Escalates problems inside and outside the center.
* Restores service to the Customer.
* Performs and coordinates Preventive Maintenance test.
* Recognizes Repeat and Chronic troubles and takes appropriate action necessary to ensure they don't reoccur.

Call Receipt: In many centers, the technician acts as the call receipt for the customers. The technician monitors a special call receipt number, take calls from the customers and enter the troubles into the appropriate system. The general duties include but are not limited to the following:
* Answer the call receipt number
* Gather information from the customer
* Enter the trouble report into the system
* Identify & flag irate customer situations and bring these to the attention of the team leader
* Performs other tasks assigned by the team leader

Testing Functions:
A tester can be assigned as the testing technician to address the incoming testing workload and perform chronic analysis. These functions are broken down into several sub functions and they are:
* Picking a trouble
* Analyzing the trouble
* Deciding on the action to take (handoff or closeout)
* Escalating on a process breakdown
* Returning the circuit to the customer
* Closing out the trouble ticket
* Analyzing Chronic Repeaters

When a tester performs Test Assist to the NID for Customers / Vendors, they must be aware of their responsibilities on testing the regulated section of the circuit and allow the customer/vender to test the non-regulated section of the circuit.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.