Technical Service Manager

4 weeks ago

Olympia, United States Allstream, Inc. Full time

** Technical Service Manager** **Job Category****:** Delivery Analyst

**Requisition Number****:** TECHN01228

Showing 1 location

**Job Details** **Description** **Position Summary** The TSM is the dedicated customer liaison within the Service Assurance Center for their assigned accounts. They establish relationships with key customer contacts and provide a white glove experience. The TSM is the go-to person for the customer or Acct Consultants for escalations. They drive, and deliver operations reviews, scorecards, and service improvement plans engaging all necessary resources. This is a key customer-facing role supporting Allstreams largest strategic accounts which may require work outside normal business hours. **Primary Duties** Listens to and acknowledges a customers sense of urgency regarding service interruptions. Manages the repair activity through the trouble ticket lifecycle assuring timely communications & minimal MTTR. Remains actively engaged in critical issues assuring timely resolution to reduce confusion and escalations. Create & audit trouble ticket and MTTR reports for customers and other Allstream employees. Create and present Client Business Reviews of Allstream performance. (Possible travel to customer site.) Identify concerning trends or chronic troubles & recommend solutions. Write and provide Reason for Outages (RFOs). Review & update records for notices for alarms, trouble tickets and maintenance events. Maintains knowledge of service level agreements and contractual commitments on all products and services. **Other duties** Assist with inquiries on scheduled maintenance events. Engage engineering or other departments as needed to address customer technical concerns. Works with & sometime leads special projects with Account Consultants, Account Executives, and others. Participates and leads conference calls. Stay abreast of all current Service Assurance policies and procedures Achieves and maintains on-going technical and product proficiency Stays abreast of the clients business objectives, pain points, key sites, network architecture, services, and SLAs. Assures support documents are current in the customer virtual binders. Assists in the creation and management of Disaster Recovery plans or other special customer handling needs. **Essential Requirements** 5 years telecommunications and/or technical support experience Associates degree in a technical discipline or equivalent education, training and/or experience. Solid working knowledge of telecommunications technologies including voice prem and cloud-based systems, Internet, long distance, local, toll free, TDM, IP, VoIP, DSO, DSL, T1, routing, & Ethernet technologies. Superior verbal and written customer service skills sufficient to diplomatically defuse intense situations, negotiate resolutions and enlist support and assistance from others. Requires the ability to meet inflexible deadlines sometimes requiring work after hours. Has the drive and diplomacy to overcome obstacles to assure we meet customer commitments. Ability to work independently and effectively prioritize occasional conflicting objectives. Demonstrated excellent computer skills including Excel, MS Word, and PowerPoint. **Preferred Knowledge/Skills/Experience:** Bilingualism (French and English) 5-10 years experience in a customer-facing technical support center Familiarity with Allstreams products and network including ICC, Service Now & Salesforce. Bachelors Degree in a technical field (i.e. Computer Science or Electrical Engineering) preferred. Proactively participates in technical or business training opportunities within or outside of Allstream. **Qualifications** **Skills** **Behaviors** **:** **Motivations** **:** **Education** **Experience** **Licenses & Certifications** Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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