Kelly Services Cable/Internet Triage Technician in Plano, Texas

Position: Cable/Internet Triage Technician

Position Type: Contract (2 Months)

Position Location: Plano, TX

Position Pay: $15/hr

Job Summary

Under close supervision the Triage Technician reviews pending Trouble Call and Special Request Orders (SRO) Work Orders to identify, resolve and contribute to an overall reduction of avoidable trouble calls through analysis and troubleshooting techniques.


  • The Triage Technician provides quality internal and external customer service \

  • The primary focus will be to monitor work order pools to identify opportunities that resolve or cancel avoidable truck rolls throughout the day

  • The Triage Technician will troubleshoot potential issues with the customer remotely and provide customer assistance to resolve service problems and avoid unnecessary truck rolls

  • The Triage Technician will correlate open work orders (WO’s) to known or potential network events, and when necessary notify Regional Operations Centers (ROC) and Workforce Management (WFM) technicians of system outages or problems

  • It is critical that the Triage Technician manage daily work load to efficiently meet customer needs

  • The Triage Technician will be responsible for reconciliation of completed work orders and customer accounts to the billing system

  • The Triage Technician will determine his/her work load by correlating to network events and following provided guidelines to prioritize work orders, and contacting the Customer to reschedule appointments, as needed

  • It is imperative that we serve our customers with the highest degree of courtesy and professionalism while supporting live customer Technician interaction by IM sessions

  • Assists customers in troubleshooting and resolving issues with customer owned equipment or company products

  • Ensures customers understand operating requirements of all products through efficient and effective customer education

  • The Triage Technician will provision Company owned equipment

  • Determines customer needs in order to sell or upgrade services, identify other products and services for new or existing customers by maximizing sales opportunities

  • Performs other duties as assigned

Essential Functions

  • Punctual and dependable attendance during scheduled shifts

  • Ability to use a keyboard, computer and standard office equipment

  • Ability to effectively communicate by telephone, presenting a positive and enjoyable experience for our customer

  • Ability to demonstrate effective communication skills including the ability to read, write and communicate orally, and listen effectively to customer needs

  • Ability to prioritize and organize effectively and plan work day

  • Ability to multi-task, and deliver results timely and effectively

  • Ability to work independently and collaborate effectively with others

  • Ability to demonstrate keyboarding skills

  • Ability to lift & carry Company owned equipment up to 30 lbs

Qualifications / Requirements

  • Minimum of two or more years of experience in a MSO Telecommunications Environment, including but not limited to field, call center, workforce management, technical support, customer service and sales experience

  • High school diploma or equivalent

  • Proficiency with data entry into a company billing system

  • Proficiency with company work force management system

  • Proficiency with company outage ticketing system

  • Proficiency with system-related tools

  • Proficiency with Windows-based computer

  • Proficiency with MAC-based computer preferred

Preferred Experience

  • Prior experience as a field technician in Cable Industry will receive stronger consideration.

  • Post-high school education a plus

  • Spanish proficiency desirable

Working Conditions

  • Office environment

  • Shift work will range 8 AM – 10 PM EST consisting of five (8) hour days per week that may include weekend days

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-

visibility projects. In a field where change is the only constant, our connections and opportunities

will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:

people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your career


AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.