Network Operating Center (NOC) Coordinator

Location: Walpole, MA
Type:  Full-time
Reports To:  NOC Supervisor

Position Description
The NOC Coordinator is primarily responsible for handling tickets that have escalated beyond initial troubleshooting, ensuring all escalations are addressed, properly formatted, and documented. Additional duties include scheduling of technicians, company vehicle maintenance, reports, email handling, travel coordination, and other duties as assigned.

Individuals who apply for this position must be driven to succeed and have excellent interpersonal and communication skills. Our ideal candidate is self-motivating and ready to benefit from a rewarding compensation plan and fulfilling team environment.

Responsibilities and Duties

  • Ensure escalated tickets are addressed and properly documented.
  • Communicate with outsourced help desk, Tier 1, Tier 2, and Tier 3, to ensure information is passed, tickets are properly handled, documentation is updated, etc.
  • Review, create, update, and close tickets (emails and escalated).
  • Respond to emails, update ticket, and ensure they are properly addressed.
  • Ensure all tickets are on the correct board.
  • Maintain and monitor CRM ticketing to ensure management’s expectations for response time, proper documentation, and resolution procedures are followed.
  • Route tickets from technicians to other teams, ensuring all information is documented and followed up on to completion.
  • Assist in answering phones for Blueport and NOC, schedule technicians, field, in-house, and contractors (this includes, but is not limited to, site visits, scheduled tickets, on-call rotation, and more).
  • Responsible for overseeing and/or handling when necessary, inventory, RMA processing, shipping, NOC supplies, equipment scheduling, overall appearance of NOC, tools, and equipment for NOC and field technicians.
  • Implement methodologies to improve first-call resolution, manage customer perceptions, and build strong internal relationships.
  • Interact regularly with customers to ensure proper response and resolution.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Clearly communicate expectations to team members.
  • Assist in training new employees in correct ticket handling, Blueport process, phones, etc.
  • Create and update reports as needed (Shift Transition, NOC Reporting, Shipping Reports, Customer Reporting, etc.).
  • Responsible for Blueport’s vehicles, tracking software, appearance, maintenance, and scheduling.
  • Make travel arrangements for Blueport employees (including but not limited to hotels, airfare, car rental, per-diam, etc.).
  • Assist with documenting procedures for both internal and external use.
  • Other duties as assigned.

Qualifications and Skills

  • Excellent verbal and written communication skills
  • Ability to prioritize and handle several tasks at same time
  • Familiarity with ticket tracking software (ConnectWise preferred)
  • Pre-employment CORI, background check and drug test is required
  • Applicants must be authorized to work in the U.S.

Benefits

  • 401(k) retirement plan with company contribution
  • Voluntary group medical, dental, and vision insurance
  • Company paid disability and life insurance
  • Paid vacations and holidays

Disclaimer

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

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Blueport, Inc. is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.

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