Telecommunication Customer Support Specialist

Job Description

This position is responsible for representing Digital Direction as the main operations contact for our existing and new customer base. The position offers virtual office (remote).

• 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 trouble shoot 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

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.

• 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