Career Story: Administrative Assistant At A Major Telecom Company

Administrative Assistant At A Major Telecom Company

Job Title: Administrative Assistant

Type of Company: I work for a major telecommunications company serving parts of Massachusetts' land lines, DSL service, FIOS television, and wireless communication .

Education: Continuing Education, UMass Lowell

Previous Experience: I was a receptionist at a real estate office

Job Tasks: I am responsible for supporting outside plant technicians, supervisors, and other departments in order to collaborate and satisfy a customer's telephone, Internet, wireless and television needs.

One duty is to answer several phone calls throughout an eight hour day whether it's to assign a technician to some work, aid a supervisor with a test or customer details, or help escalate a repair or installation from our customer service departments.

Another duty is to interpret, test, and confirm a customer's trouble on a telephone landline. By testing the line, I can determine if customer needs to be at location when technician arrives, or if the trouble with the line is outside either at the dropwire or in the cable.

Another function would be to follow up with a customer to make sure the line is back in service after the technician completes the repair.

Another line is set up to receive calls from the technicians to confirm and close out any trouble report on a phone line. By asking several technical questions, I am able to close out the technician's trouble with full detail for future reference.

After taking the technician's technical information regarding the line repaired, I am required to ask the technician for codes regarding his proof of work. This will assure accurate time reporting for the technician to get paid for his work. Questions would be location, outside work, inside work, travel, etc.

Best and Worst Parts of the Job: The best parts of the job is coming into a large office everyday and seeing the same people that I have been employed with for ten plus years. Also, the different experiences I see with every customer makes the job interesting.

The worst part is dealing with union and management issues. Cut overtime and the threat of job security can make some days stressful.

Job Tips: If you would ever want to get into telecommunications, make sure you take college courses throughout your career in order to stay informed and knowledgeable about up to date products and services. If there was ever a lay off, you can have experience and college classes to assist you in staying within the same field.

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