Project Overview:

SFI is tasked to establish Tier 0-3 services for entities required or seeking to submit broadband availability data or

bulk challenge data in the BDC system. These services will initially be developed based on information provided by,

and in consultation with, the FCC client and support staff.

The Federal Communications Commission Tier 1 department is looking for remote temporary Computer User Support Specialists to join the team to provide surge support assisting users and potentially on an ongoing basis assisting users that are required to provide accurate data mapping broadband services. Do you know someone that wants to support this important mission? Are you looking to earn some additional money?

The FCC need for accurate data pinpointing where broadband service is available, and where it is not available, has never been greater. Service providers and governments use broadband maps to make decisions about where service is needed and how to fund the expansion of broadband services. The FCC is in the process of updating its current broadband maps with more detailed and precise information on the availability of fixed and mobile broadband services. The Broadband Data Collection (BDC) program will give the FCC, industry, state, local and Tribal government entities, and consumers the tools they need to improve the accuracy of existing maps.

• Inform filers of rules and requirements for filing data as specified by the FCC
• Troubleshoot login issues for filers who are attempting to access the Broadband Data Collection System
• Distribute or direct filers toward Tier 0 resources (e.g., FAQ sheets, instruction manuals, recorded webinars)
• Provide filers with instructions for navigating relevant sections of the FCC website
• Escalate problems as needed to Tier 2
• Field basic questions about the challenge process from states, localities, tribal governments, and consumers, among other entities
• Log any pertinent information related to the nature of the ticket and the status toward completing it

Primary Responsibilities:

• Temporarily perform Tier 1 Support during FCC Filing period (approx. 4-6 weeks)
• Inform filers of rules and requirements for filing data as specified by the FCC
• Troubleshoot login issues for filers who are attempting to access the Broadband Data Collection system
• Distribute or direct filers toward Tier 0 resources (e.g., FAQ sheets, instruction manuals, recorded webinars)
• Provide filers with instructions for navigating relevant sections of the FCC website
• Escalate problems as needed to Tier 2
• Field basic questions about the challenge process from states, localities, tribal governments, and consumers among other entities
• Log any pertinent information related to the nature of the ticket and the status toward completing it.

Required Skills & Qualifications:

• Associate degree and prior customer service experience
• 2+ years of related work experience in a contact center.
• Proficient in using automated tools, search and information retrieval systems, and knowledge and contact management systems.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Ability to use the web to search and retrieve information.

Desired Skills & Qualifications:

• Knowledge of past or current broadband data collections
• Knowledge of broadband terminology
• Telecommunication experience or knowledge of telecommunication terminology
• Knowledge of Geographic Information System (GIS) terms
• Takes initiative and does not need constant instructions

Education/Experience: Bachelors

• Bachelors Degree or Associate degree and prior customer service experience
• 2+ years of related work experience developing technical training materials

Additional Requirements:

• In order to meet the clearance requirements for this opportunity, candidates must be eligible to work in the United States.
• Ability to pass a US Public Trust background investigation for access to the client site and computing systems. You must have lived in the US for the past three (3) years.
• As a Federal Contractor, employees may be required to be vaccinated against Covid-19 and provide proof of vaccination prior to the first date of employment.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.

Other Information:

• The salary range for this position is $30 - $40 hourly
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time position. Please no agencies, third parties, or corp-to-corp.
• Equal-opportunity Employer, EOE AA M/F/Vet/Disability.
• Spatial Front Inc. participates in E-Verify.