The MAC Analyst supports all Move, Add and Change functions for all existing customers.  While each MAC Analyst is a generalist in many ways, and functions are cross-trained on an as-needed basis, MAC Analysts are assigned to tasks and it is anticipated that they become subject matter experts in their day-to-day functions.  The MAC team supports UNEL (ON-NET), UNE-P, TSR (Resale), Long Distance and T-1 services to varying degree.  MAC analysts are assigned queues of work, are expected to maintain service levels specific to their tasks and to report their progress to management.

Responsibilities:

·        MAC Analyst is tasked with completing customer requests within published service level intervals.

·        MAC Analyst is assigned to work order queues individually or in teams and is expected to maintain service levels for all jobs in their assigned queue. 

·        MAC Analyst will regularly receive escalations and priority tasks from their manager, director and/or other internal departments. The MAC analyst is expected to work with their peers, customers, other departments and vendors (ILECs i.e. Verizon Wholesale departments) in order to make all reasonable attempts to satisfy the expedite request while maintaining the service level agreement for their queue.

·        MAC Analyst is required to develop a strong and functional understanding of the tools required to complete their assigned orders.  This may include external vendor applications such as Verizon GUI (LSI), AT&T GUI (LEXX) and Fairpoint GUI (VFO). The analyst will also be required to navigate and effectively utilize various internal Broadview applications: OC8 (Opencafe), Move Tracker, Nortel DMS Class 5 Switch, Broadview Order Reviewer, NUMADMIN tool, Switchport Inventory tool, Voice Switch Care, NMS tool bench and others.

·     MAC Analysts are required to develop a functional understanding of their relationship with various work centers both internally (Care, Repair, Provisioning, Billing), externally (ILEC wholesale centers) and to work with members of these organizations as needed to complete orders or tasks.

·        MAC Analyst must manage their time effectively and work well in a large, fast- paced team environment and develop solid professional relationships with their peers and managers.

Qualifications:

• 2-3 years of  prior telecom industry experience preferred
• Excellent written and verbal communication skills required
• Computer Skills: MS Windows environment, MS Office, E-mail and Internet (business related) required
• Previous work in a professional office environment required
• College degree preferred

Broadview Networks is an Affirmative Action / Equal Opportunity Employer M/F/H/V.