NOC Coordinator

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  

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 

• 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