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Digital Direction: Telecommunication Customer Support Specialist
Headquarters: Remote
About the Role
This position is responsible for representing Digital Direction as the main operations contact for our existing and new customer base. The position offers a virtual office (remote).
Principal Duties and Responsibilities:
- Minimum of 10+ years Telecom operations experience in customer service
- Candidate should be self-managed and driven
- Responsible for the operational daily management of telecommunications including:
- Customer inventory
- Order management
- Contract management and administration
- Trouble tickets - high-level of product knowledge needed to troubleshoot with the customer and carriers for quick resolution
- Escalations
- Billing issues
- Project coordination of customer moves, adds, change, and disconnect orders
- Voice and data migrations
- Ability to maintain positive customer and internal relationships
- Must have superior skills in communication and issue resolution
- Candidate must possess a high understanding of Telecom contracts
- Background in managing legacy telco products including; POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex.
- Background in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologies
- Ability to understand, analyze and explain Telco USOCs on CSRs
- You must be able to review telecom order packages, submit to carrier, then manage project through installation
- Implement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Lumen, Windstream, as well as other telecommunications companies
- Build inventory records utilizing CSRs
Review of Daily Responsibilities:
Manage and support Customers – New Orders, MAC Orders, Move Orders, Complex Orders and Disconnect Orders, Billing Ticket resolution, Trouble Ticket Resolution, Escalate and Monitor Outages, Project Manage All orders through completion.
Review of Qualifications:
- 10+ years of high-level experience in a related field operations within a telecommunications company
- Must have excellent customer service skills and interpersonal skills
- Must have advanced level skills in MS Office with a focus on Excel
- Ability to work under pressure and to multi-task
- Proactive, self-motivated, and determined attitude
- Customer focused with an eagerness to engage when issues are encountered