Fiber Operations Support Coordinator

Summary

Join Ting Internet as a Fiber Operations Support Coordinator and contribute to their mission of delivering future-proof internet across the US. This remote position, based in the Pacific Time Zone, involves coordinating the resolution of construction-related concerns, providing support to field technicians and local operations teams, monitoring work orders, and assisting with data collection and analysis. You will also play a key role in Ting's Construction Experience program, ensuring customer satisfaction and efficient operations. This role requires strong customer service skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

• High quality and authentic customer service skills and experience
• Ability to work effectively in a distributed team environment with remote resources
• Willingness and ability to provide direction, guidance, and support to cross-functional peers
• Solid written and oral communication skills
• Ability to be well organized and handle multiple priorities in a fast paced environment
• High attention to detail and accuracy
• Ability to thrive in a rapid growth environment, requiring an entrepreneurial spirit
• Two or more years of experience in a customer service role, preferably in a telco or internet service provider
• Growth mindset required – Must be driven to grow and succeed professionally

Responsibilities

• Coordinate the resolution of construction related concerns including damage to private property, infrastructure and installation damages
• Correspond with residents regarding repairs and reimbursements
• Provide high-quality day-of-job support as the first point of contact for field technicians and local operations teams across all Ting markets
• Monitor scheduled and completed work orders for quality and accuracy, and ensure routing is optimized for local operations teams across all Ting markets
• Assist with the collection and interpretation of data as it relates to national and local operational analytics
• Ensure all operational playbooks, processes, and procedures are followed and provide feedback as appropriate
• Assist local teams with workforce & capacity planning
• Monitor vendor related SLAs and present data as it relates to national vendor performance

Preferred Qualifications

• User-experience with one or more versions of scheduling & dispatching software is preferred
• Dispatching, vendor management, and data analytics experience is an asset
• Knowledge of construction practices is a plus
• Experience with property management, real estate, or dealing with HOAs/housing co-ops/condominiums is preferred

Benefits

• The base salary range for this position is $45,000 - $55,000 USD for US residents OR $48,420 - $53,800 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications
• Tucows believes in a total rewards offering that includes fair compensation and generous benefits
• Learn more about Tucows Benefits
• As a safety sensitive position, Tucows reserves the right to administer pre-employment drug testing for illegal drug use for those successful candidates presented with an offer of employment for consideration
• Tucows and its subsidiaries participate in the E-verify program for all US employees