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Title:  Specialist, Project Management

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

Project Management Spclst, as part of the Consumer Support Center, drives the support and resolution effort of varying types of complex issues for multiple product categories of ARRIS Consumer Premise equipment.  Project Management Spclst will act as a product specialist and work with Consumer Support Contact Center personal to resolve ARRIS CPE end user issues.  Project Management Spclst will conduct end user testing on pre-launched products or software and work to ensure product bugs are properly communicated to Product Management and Engineering as well as ensure timely escalation of complex issues when necessary.

 

Duties & Responsibilities

•          Exhibit a high-level understanding of networking concepts, dependencies and functionality

•          Apply technical concepts and ensure laboratory equipment is fully functional for technical support

•          Execute root cause analysis

•          Troubleshoot complex products/networks with the ability to resolve root cause issues and document the problem and resolution

•          Provide weekly reports on major efforts and activities

•          Query cases to find issues related to current case

•          Create new cases, logging notes, and completing metric data

•          Compose detailed and well written troubleshooting solutions for publication

•          Review and edit documentation (User Guides, QSG, Specs)

•          Use CRM tool to effectively find existing solutions relevant to current issue

•          Share knowledge and mentor Contact Center personnel promoting growth of entire group

•          Work complex problems to resolution, using various tools

•          Demonstrate clear understanding of process and procedures with excellent case management skills

•          Structure, develop & maintain FAQ solutions for high technology products; to be posted on consumer on-line portals and center agent database.

•          May need to work directly with end user to resolve technical issue

•          Must display strong customer service skills and professionalism

•          May require travel within and outside the U.S.

 

SKILLS REQUIRED

Include demonstrated competencies and physical, mental, & interpersonal skills.

  • Exhibit a high-level understanding of networking concepts, dependencies and functionality
  • Apply technical concepts and ensure laboratory equipment is fully functional for technical support
  • Execute root cause analysis
  • Troubleshoot complex products/networks with the ability to resolve root cause issues and document the problem and resolution
  • Provide weekly reports on major efforts and activities
  • Query cases to find issues related to current case
  • Create new cases, logging notes, and completing metric data
  • Compose detailed and well written troubleshooting solutions for publication
  • Review and edit documentation (User Guides, QSG, Specs)
  • Use CRM tool to effectively find existing solutions relevant to current issue
  • Share knowledge and mentor Contact Center personnel promoting growth of entire group
  • Work complex problems to resolution, using various tools
  • Demonstrate clear understanding of process and procedures with excellent case management skills
  • Structure, develop & maintain FAQ solutions for high technology products; to be posted on consumer on-line portals and center agent database.

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

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