Telecommunication Customer Support Specialist
Digital Direction - Chicago, Illinois, United States, 60290Work at Digital Direction
Overview
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Overview
Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.
Principal Duties and Responsibilities:
Minimum of 10+ years Telecom operations experience in customer serviceCandidate should be self-managed and drivenResponsible for the operational daily management of telecommunications including:
Customer inventoryOrder managementContract management and administrationTrouble tickets - high-level of product knowledge needed to troubleshoot with the customer and carriers for quick resolutionEscalationsBilling issuesProject coordination of customer moves, adds, change, and disconnect ordersVoice and data migrationsAbility to maintain positive customer and internal relationshipsMust have superior skills in communication and issue resolutionCandidate must possess a high understanding of Telecom contractsBackground in managing legacy telco products including: POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and CentrexBackground in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologiesAbility to understand, analyze, and explain Telco USOCs on CSRsYou must be able to review telecom order packages, submit to carrier, then manage the project through installationImplement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Lumen, Windstream, as well as other telecommunications companiesBuild 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 companyMust have excellent customer service skills and interpersonal skillsMust have advanced level skills in MS Office with a focus on ExcelAbility to work under pressure and to multi-taskProactive, self-motivated, and determined attitudeCustomer focused with an eagerness to engage when issues are encountered
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