RCN Becocom LLC Customer Maintenance Specialist in Bethlehem, Pennsylvania



Customer Maintenance Specialists are personnel that staff and process all of RCN markets in provisioning telephony and data work orders. (7) days per week. The position is to monitor and resolve orders that fall into the manual or error queues of the Telephone Order Provisioning System (TOPs) and provide back office support to the field technicians that are having problems providing RCN services and products to our customers. As part of their duties they work on escalations that require fast response, triage and enter tickets to Business owners when back office systems are not functioning as designed, and clear individual trouble tickets that are part of larger outages. Additionally, the Specialists collaborate with the TAC, System Maintenance Technicians and the Customer Service group and other company departments for both commercial and residential services.


  • Monitor and manage TOPs Auto Prov Error and Manual Queues
  • Review and attempt to resolve scheduled TiVo related trouble call Work Orders
  • Use various troubleshooting processes and tools to resolve work orders to save a Technician (truck roll)
  • When appropriate, "page out" System Maintenance and Network Technicians (i.e. when an outage has been recognized)
  • Create RT tickets
  • Perform line tests and other diagnostic procedures
  • Place outside-the-office repair tickets with ILECs
  • Assist with C1 installations and trouble calls through to completion
  • Assist in resolving TEAD issues
  • Make necessary changes to existing customer's accounts
  • Process telephone change orders
  • Process and/or close telephone "Office Only" work orders in the pool
  • Respond to and assist all internal customers as necessary
  • Complete special projects as assigned by management
  • Perform other duties as required and assigned



  • Education: High school diploma or GED
  • Experience: Previous experience with back office field support or an equipment maintenance department preferred.

Core Competencies:

  • Ability to interpret Trouble Call Task Codes
  • Solid understanding of Residential and Small Business Telephone, High Speed Data and Video Services in a Cable Telecommunications environment
  • Ability to provide a high level of Customer Satisfaction
  • Strong verbal communication skills
  • Critical thinking, reasoning and problem solving skills
  • Ability to follow through with problems and issues
  • Open-mindedness, ability to be flexible and adaptable
  • Team oriented focus
  • Conflict resolution and listening skills
  • Ability to act as a liaison for both the internal and external customer
  • Strong troubleshooting skills
  • Strong organizational skills
  • Willingness to take ownership and to accept empowerment
  • Ability to multi-task while meeting deadlines in a fast-paced environment
  • Applications: Microsoft Office, ICOMS, TEAD, ProComm, Connect Vu, Illuminet (LIDB), Bolt, Neustar, Phone Finder (market specific), RT (TAC ticketing), Intranet (NIM Tickets) and Web Tools

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Requisition Number: 16-0250

Post Date: 9/8/2016

Title: Customer Maintenance Specialist

City: Bethlehem

State: PA