Race Communications

General

• Work will be primarily performed onsite at our office or remotely by telecommuting from your home office 2 - 4 days per week
• Employee may be required to utilize personal phone or internet services to perform telecommuting with reimbursement
• Occasional travel to and work from other Race offices or other off-site locations may be required
• The Service Delivery Address Specialist is responsible for ensuring the accuracy, integrity, and governance of service address data that supports network planning, construction, provisioning, and customer service operations
• This role performs detailed analysis, validation, and remediation of residential and commercial address records
• Verifies Right of Entry (ROE) requirements for Multi-Dwelling Units (MDUs)
• Maintains accurate service location information across platforms such as Pitstop and related network inventory systems
• Partners closely with Network Planning, OSP, Construction, Sales, Customer Support, and Compliance teams to resolve address discrepancies, support serviceability, and improve data quality through reporting, process improvements, and cross-functional collaboration

Service Address Specialist

• Manage the full-service delivery lifecycle for Race Communications’ fiber products, from order acceptance through service activation and handoff to support
• Validate orders for technical accuracy, serviceability, and construction requirements
• Track and coordinate all delivery milestones including design, permitting, construction, splicing, testing, and turn-up
• Ensure delivery timelines meet contracted intervals and customer expectations
• Serve as the primary service delivery contact for ICB partners and direct Business customers
• Provide clear and consistent status updates throughout the delivery process
• Coordinate delivery activities with channel partners while maintaining Race Communications’ standards and timelines
• Support escalations and resolve issues impacting service delivery
• Coordinate with Sales, Engineering, Construction, Field Operations, Provisioning, and NOC teams
• Schedule site surveys, fiber installs, demarc extensions, and service turn-ups
• Identify risks related to construction, access, permitting, or third-party dependencies and drive resolution
• Work with third-party contractors, construction vendors, and local agencies as needed
• Track construction progress, vendor deliverables, and completion milestones
• Ensure vendor work aligns with Race Communications’ quality and safety standards
• Maintain accurate service delivery records in CRM, order management, and ticketing systems
• Document timelines, dependencies, customer communications, and delivery notes
• Support service delivery reporting, metrics, and continuous improvement initiatives
• Set realistic expectations with customers and partners throughout the delivery lifecycle
• Ensure a smooth transition from service delivery to ongoing support and account management
• Contribute to a positive customer experience by owning delivery outcomes and follow-through
• Additional duties as required.

Service Delivery Coordinator

Customer Support

• Assist in leading and supporting a team of customer support representatives through coaching, mentorship, and daily guidance
• Reinforce performance expectations, service standards, and departmental goals set by management
• Provide real-time support and feedback to team members, helping address performance challenges and customer scenarios
• Promote a positive, collaborative, and customer-focused team environment
• Support the development and delivery of training programs to enhance customer service skills, product knowledge, and system proficiency
• Act as a secondary escalation point for complex customer concerns, account issues, and service-related inquiries
• Monitor customer interactions to ensure service quality, consistency, and adherence to standards
• Identify opportunities to improve customer support processes and overall service efficiency

Assistant Customer Support Manager

Support Engineer

• Provide prompt, professional, and efficient technical support to customers
• Serve as the first point of contact for troubleshooting issues related to internet and phone services
• Ensure a positive customer experience while resolving technical concerns
• Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
• Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
• Walk customers through step-by-step instructions to resolve issues and provide clear communication throughout the troubleshooting process
• Accurately log customer interactions, issues, and resolutions in the company’s CRM system
• Escalate unresolved or complex technical issues to higher-level support teams with detailed documentation
• Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations
• Educate customers on the usage of equipment and services effectively
• Ensure interactions reflect a professional and empathetic approach to enhance customer experience
• Work closely with other support team members to ensure quick resolution of technical issues

Technical Support 1

Technician

• The Splice Technician Coordinator is integral in facilitating coordination between splice technicians and contracted splice crews.
• Providing essential cut sheets and location details to both internal and external teams.
• Closely monitoring daily production against work orders.
• Overseeing project progression to ensure timely completion.
• Maintaining adequate material supplies for splice crews while promptly addressing any supply needs.

Splice Technician Coordinator

• Support the management and daily operations of the technical support team
• Ensure efficient service delivery and strong team performance
• Provide hands-on guidance to support staff
• Help optimize workflows and contribute to process improvements
• Act as a secondary escalation point for complex technical issues
• Assist in resolving escalated tickets
• Monitor technical support interactions to ensure quality and adherence to standards
• Support daily technical support operations, including ticket queue monitoring and workflow coordination
• Identify opportunities to improve technical support processes and operational efficiency
• Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery

Service Address Specialist

Service Delivery Coordinator

Assistant Customer Support Manager

Technical Support 1

Splice Technician Coordinator

Assistant Technical Support Manager