Technical Support Representative Level I

Mercuryz Raleigh , NC 27611

Posted 2 weeks ago

Mercury Z is a leading solutions company in the telecommunications industry. We are always on the look-out for talented individuals to join our team. In order to provide extraordinary solutions to our customers, we need to work with extraordinary people to create and deliver them, people like you.

We are looking for Level I Technical Support Representatives. This position will be responsible for the data entry and processing of customer orders. You will demonstrate an understanding of a minimum of two operating systems as defined by the customer order specifications and develop a basic understanding of the fundamental Mercury Z products and their ordering specifications. You will verify customer orders by ensuring all relevant information is contained in the order to issue an access service request and issue low bandwidth customer orders to 3rd Party vendors ensuring timely and accurate delivery of service. You will implement off-net ordering instructions from the design team, validate the customer order information including customer premise addresses on the vendor websites, follow up on all pending off net orders to ensure receipt of firm order commitments and design layout reports from the vendor, and drive vendor escalations to first level to drive Firm Order Commitment/Design Layout Record (FOC/DLR).

Key Responsibilities:

  • Performs data entry to process orders within a minimum of two operating systems (internal and/or external).

  • Updates all system notes to ensure latest order status is accurately reflected in the orders systems.

  • Manages individual daily workload in alignment with revenue commitments and objective targets across multiple orders, systems, and processes.

  • Performs other related duties and tasks as assigned or as required.

  • Owns and resolves all issues or related problematic activities against assigned orders.

  • Validates orders for information accuracy based on internal company product ordering specifications.

  • Responds to requests and provides assistance to other internal departments with system/task related inquiries or processes.

Knowledge of the following:

  • Trouble shooting techniques, test patterns and commands used to deliver a quality product

  • Special service equipment, network connections and general telephony hierarchy

  • SONET network element provisioning (remoting into equipment)

  • TL1 Commands

  • DAC Titan 5500, Dacs4

  • Ciena 5150

  • Fujitsu FW 7200, FW4100, 4500, 7100, 9500, Nano

  • Adtran TA5000

  • Actelis ML628 NID

  • Cyan Z33

  • Optera 3###

  • Calix C7, Gpon

  • Rad 205 and 203

  • BTI PVX cards

  • Preside

  • Calix

  • React

  • Netsmart

  • GHEM

  • Putty

  • Secure Global Desktop

  • Resolve

  • Avaya

  • Outlook

  • SharePoint

Required Skills and Competencies:

  • Attention to detail with good organizational capabilities.

  • Ability to prioritize with good time management skills

  • Ability to multi-task, adhere to multiple processes, and achieve a high degree of accuracy

  • Adapts and thrives in a fast-paced, multi-faceted environment

  • Ability to manage multiple orders and systems

  • Ability to facilitate issues to resolution

  • Demonstrated effectiveness in escalations/urgent-related matters

  • Basic knowledge of Microsoft applications (Word, Excel, Outlook)

  • Ability to work overtime as necessary

  • Strong written and verbal communication skills

  • Attentive to detail and accuracy

  • Organizational skills and problem-solving skills

  • Energetic, positive, and customer-focused attitude

  • Team oriented - able to work well with others in a professional environment

  • Strong typing skills preferred 40 wpm


  • <2 yrs="" job="" experience="" in="" similar="">
  • 0-2 years telecommunications or related provisioning experience

Provisioning, DS0, T1, FOC, DLR, Order commitment, Design Layout Record, Circuit Layout record,

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Technical Support Representative Level I