Telecommunication Customer Support Specialist

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 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
• Able 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 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
• Able 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