The NOC Coordinator plays a critical role in supporting the Network Operations Center by ensuring seamless case progression and resolution. This position focuses on proactive follow-up, cross-functional coordination, and maintaining operational efficiency to prevent delays and optimize service delivery.
Key Responsibilities
Proactive Case Management:
- Actively monitor and follow up on open cases to ensure timely progression, resolution, and adherence to service level agreements.
Property Coordination & Communication:
- Initiate outbound calls to properties to gather status updates, verify action items, and facilitate next steps
- Draft and send targeted follow-up emails to ensure accountability and maintain communication flow
- Track ongoing renovations, equipment installations, and other site-specific requirements to completion
Case Advancement & Escalation:
- Identify and document clear next steps for each case to prevent stagnation
- Collaborate with internal teams to identify and resolve blockers impacting case progression
- Escalate critical issues appropriately to ensure swift resolution
Documentation & Reporting:
- Maintain comprehensive, accurate, and timely case notes documenting all follow-up activities, outcomes, and status changes
- Ensure data integrity across all tracking systems for audit and reporting purposes
Requirements
Technical Knowledge:
- Foundational to intermediate understanding of wireless infrastructure, network connectivity, and telecommunications concepts
Industry Experience:
- Prior experience in a call center or technical support environment, with a preference for candidates supporting HSIA (High-Speed Internet Access) and MDU (Multi-Dwelling Unit) operations
Communication Excellence:
- Strong verbal and written communication skills with the ability to interact professionally with internal teams and external property contacts
Organizational Skills:
- Exceptional attention to detail, systematic approach to task management, and proven ability to prioritize multiple concurrent cases
Work Characteristics:
- Experience with ticketing systems, CRM platforms, or NOC monitoring tools
- Self-motivated and proactive in identifying and addressing follow-up needs
- Ability to work independently with minimal supervision while maintaining team collaboration
- Willing to work onsite
- Willingness to work rotating shifts, including nights, weekends, and holidays
Benefits
- Free one meal a day
- Emergency Loan and Other Financial Assistance Program
- Free 24 Hours snacks and beverages
- Health Insurance
- Health Subsidy
- Interest-Based Clubs
- Life Insurance
- Team Socialization Allowance
- Perfect Attendance Bonus
- Year-End Performance Bonus Plan(Company discretion)
- And much more
