Pulse - Technical Experience Representative

Job Summary:

The City of Loveland is looking for a Technical Experience Representative (TXR) to join our team! The TXR assists customers with questions concerning Pulse Fiber technical support for data, VoIP, IPTV, wireless, customer premise equipment, and related service issues.

The salary range for this position is $20.66- $27.90 per hour with a hiring range of $20.66 - $24.29, depending on qualifications and experience. This opportunity will be available to applicants until Monday, March 24, 2025, at 12:00 P.M. M.S.T.

A current resume and cover letter is preferred.

Department Pitch

Please view our video Working at Loveland to learn more about our exceptional Loveland community and the benefits of working for the City.

Essential Functions:

• Responsible for but not limited to, assisting customers with questions concerning Pulse Fiber technical support for data, VoIP, wireless, customer premise equipment, and related service issues
• Receives emergency calls regarding service interruptions; communicates with network engineering staff, and dispatches field service personnel if required.
• Monitors and answers incoming Pulse Fiber technical customer support calls, chats, and requests
  and communicates with field personnel and customer experience representatives.
• Meets with walk-in customers to provide technical support.
  
• Responsible for managing service orders and maintaining related records, databases and
  documents.
• Responsible for working relevant ticket queues, escalating tickets, and ticket close out.
• Responsible for learning and using various software programs such as OSS/BSS customer
  support software, FTTP Element Management System (EMS), service provisioning software, and
  a variety of city systems.
• Complete special projects as assigned.

Other Job Functions:

• Proactively gather technical experience metrics and suggest recommendations of solutions prior
  to customer outreach.
• Perform QA/QC of other peer-TSRs or associated contractors.
• Performs other duties as assigned

Education:

• High School or GED

Experience:

• 2 Years Broadband, telecommunications, or networking

Certifications:

• Possession of a valid Colorado Driver’s License.
• A+ certification preferred.

Knowledge, Skills, and Abilities:

• Knowledge of computers and general computer applications with proficient Microsoft Office Suite
  software skills.
• Ability to learn specialized software.
• Excellent customer service and phone skills.
• Must be able to handle multiple tasks simultaneously, think logically and solve problems, work
  well under pressure and prioritize assignments to meet deadlines.
• Possess or have the ability to learn Internet Protocol network basics to include server
  configuration, maintenance, and operations; PC troubleshooting via live telephone support; hub,
  switch, home Wi-Fi systems and router diagnostics and problem-solving; fiber optic installation
  practices; internet and business application server operational configurations; and the ability to
  troubleshoot corporate/private firewalls.
• Ability to read and interpret documents such as safety rules, operating and maintenance
  instructions, and procedures.
• Ability to carry out instructions furnished in written, oral, or diagram form.
• Strong positive and patient customer service skills and vocal clarity to ensure effective customer
  communication.
• Work collaboratively in a team environment.

Physical Demands and Working Conditions:

• Minimal physical effort typically found in clerical work. Primarily
  sedentary, may occasionally lift and carry light objects. Walking and/or
  standing as needed and minimal.
• Light to moderate physical effort that includes frequent standing or
  walking or maintaining arms and hands in the same position for repetitive
  tasks. Frequently works with light objects and light hand tools.
• Moderate to considerable physical effort that includes working from
  ladders in awkward positions. Frequent use of light or medium weight
  objects (e.g., 25-50 lbs) and use of medium weight tools.
• Strenuous to extreme physical effort that includes frequent use of heavy
  objects (e.g., 50+ pounds) and may also use heavy tools or require
  strenuous application in awkward positions.

Working Environment

• Frequent exposure to routine office noise and equipment.
• Occasional exposure to hazards typically found in general office environments
  where there is rarely to no exposure to injury or accident.
• Occasional exposure to hazards that are predictable or well protected against.
• Occasional exposure to marginal to moderate conditions that are unpredictable and
  may lead to injury.
• Occasional exposure to heat and noise along with working outside in the elements.
• Occasional exposure to hazardous conditions that may lead to workplace injury such
  as working in heights, exposure to fly ash and/or energized electrical
  equipment.

Additional Working Demands / Conditions

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, and just 30 miles from Rocky Mountain National Park in the heart of northern Colorado, Loveland is an ideal community for anyone to call home. Known as the Sweetheart City, this vibrant cultural hub is home to nearly 500 sculptures and public art installations, the world-famous Valentine Remail Program, and picturesque views of the Rocky Mountains. The community is bustling with thriving arts, brewery, foodie, and shopping scene. Enjoy headliner concert and theatre productions, professional hockey events, endless community recreation and open space opportunities, art and sculpture shows, and several local festivals. Loveland also boasts an award-winning golf course and an inclusive library and community center. Loveland, Colorado has EVERYTHING YOU LOVE!

In 2020, Loveland was the only Colorado City to win the Governor’s Award for Downtown Excellence, is the top residential recycling City in the state for 4 consecutive years and has been ranked as one of the top places to live, work and raise a family in the U.S. and as one of the Most Idyllic Picturesque towns in America.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization, and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefits Information

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program
  
  

Non-Benefit Eligible Benefits Package Includes:

• Retirement - 457 Plan (employee funded plan)
• Medical Leave - Accrue 1 hour of leave per 30 hours worked (up to 48 hours)
• Employees working more than 30 hours per week are eligible to enroll in one of our 2 Medical plan options (per the ACA)

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation. Learn more about your right to work. Visit E-Verify.gov for more information.

Hybrid Remote Work Eligibility

This position may be eligible for up to two days per week working remotely. Probationary employees (within the first six months of employment) may not be eligible. Subject to change based on business needs and performance expectations.

Employment offers will be conditional on the successful completion of a criminal history background check.

Employment offers will be conditional on the successful completion of a driving record and criminal history background check.

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• City of Loveland

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