Telecommunications Operations Support Expert
2 weeks ago
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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