Telecommunication Customer Support Specialist

Digital Direction Operations ManagerThis 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). Principal duties and responsibilities include: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 Centrex.Background 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 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 CSRsReview 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