Provisioning Operations Specialist / Internet Help Desk

Horizons Communications is hiring a Provisioning Operations Specialist / Internet Help Desk in Lubbock, TX (onsite) to support activation, provisioning, and issue resolution for residential and business telecommunications customers.

Responsibilities

• Process, manage, and provision service orders for the internet department
• Troubleshoot internet and Wi-Fi issues for customers
• Resolve provisioning problems and service discrepancies in a timely manner
• Maintain accurate customer records and service documentation in billing and operational systems
• Use multiple software systems to navigate, verify details, and identify potential provisioning issues
• Support customer service and technical support teams with provisioning-related matters
• Complete quality assurance reviews to confirm services are provisioned according to customer specifications
• Answer customer inquiries with information about products, services, and policies
• Handle complaints and work issues to resolution efficiently
• Keep customer interaction records organized and up to date
• Collaborate with other departments to maintain an efficient, cohesive environment
• Work with the department supervisor to help ensure satisfactory end-to-end customer service
• Stay current on applicable changes in regulatory, administrative, and office policies
• Enter, dispatch, and manage service tickets in the Trouble/Scheduler system
• Perform other duties as assigned by the supervisor

Requirements

• Minimum 2-4 years of verifiable and successful internet support or help desk support experience
• Telecommunications experience preferred, not required
• Strong verbal and written communication skills
• Strong computer skills and proficiency with the Microsoft Office Suite
• Dependable punctuality and attention to detail
• Diplomatic, courteous service to members and employees
• Strong troubleshooting and problem-solving abilities
• Experience with Calix platforms or similar provisioning systems

Technologies

• Microsoft Office Suite
• Calix platforms
• Trouble/Scheduler system

Benefits

• 401(k) retirement plan
• Medical, Dental, and Vision insurance
• Paid Time Off (PTO)
• Seven paid holidays per year
• Overtime pay at 1.5× base rate for hours worked over 40/week
• Competitive salary and excellent benefits
• Life insurance
• Retirement plan
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off