Telecommunications Operations Support Expert

2 weeks ago


Chicago, Illinois, United States Digital Direction Full time
Job Overview

This role is essential for representing Digital Direction as the primary operations liaison for our diverse customer portfolio. The position is designed for a remote work environment.


Key Responsibilities:
  • Over 10 years of experience in telecommunications operations with a focus on customer service.
  • Self-motivated and results-oriented individual.
  • Manage daily telecommunications operations, including:
    • Customer inventory oversight
    • Order processing
    • Contract oversight and administration
    • High-level troubleshooting for trouble tickets, requiring extensive product knowledge to resolve issues efficiently with customers and carriers
    • Handling escalations
    • Addressing billing discrepancies
  • Coordinate projects related to customer modifications, additions, changes, and disconnections.
  • Facilitate voice and data migrations.
  • Maintain strong relationships with customers and internal teams.
  • Exhibit exceptional communication and problem-solving skills.
  • Possess a comprehensive understanding of telecommunications contracts.
  • Experience managing legacy telecommunications products such as POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex.
  • Familiarity with ordering and managing SD-WAN, SIP, UCaaS, CCaaS, and other cloud-based technologies.
  • Ability to analyze and clarify Telco USOCs on Customer Service Records (CSRs).
  • Review and manage telecom order packages, ensuring successful project completion through installation.
  • Implement projects with local and IXC telecommunications providers.
  • Create and maintain inventory records using CSRs.

Daily Responsibilities Overview:

Support and manage customer interactions – including new orders, modifications, relocations, complex orders, and disconnections, along with resolving billing and trouble tickets, monitoring outages, and overseeing project completion.

Qualifications:

  • 10+ years of advanced experience in operations within the telecommunications sector.
  • Exceptional customer service and interpersonal skills.
  • Advanced proficiency in MS Office, particularly Excel.
  • Able to perform under pressure and manage multiple tasks simultaneously.
  • Proactive, self-driven, and determined approach.
  • Customer-centric mindset with a willingness to engage in problem-solving.


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