PSAP Customer Support Coordinator

2 weeks ago


Stoughton, Massachusetts, United States COMTECH TELECOMMUNICATIONS Full time
Job Overview

Position Title: PSAP Customer Support Coordinator

Department: Terrestrial & Wireless, Engineering & Operations

Reports To: Vice President, Infrastructure Engineering & Operations

Salary Range: $78,600 - $86,600

Location: Remote

Objective:

The Commonwealth of Massachusetts has engaged NextGen Communications, Inc. to oversee the management and operation of the state-wide Next Generation 911 system. This system is recognized as the most comprehensive NENA i3 end-to-end fully integrated NGCS, ESInet, logging and recording, and hosted call handling system in the nation, encompassing over 211 PSAPs and 800 call handling positions.

Role Summary:

The PSAP Customer Support Coordinator serves as the vital link between first responders and the operational team responsible for the Next Generation 911 system and its continuously advancing technologies. The ideal candidate will reside in Massachusetts and act as a customer advocate within the organization. Prior experience in a PSAP environment is highly valued, particularly within Massachusetts, along with a foundational understanding of NG911 services. This role may necessitate travel within the Commonwealth, and candidates should be prepared to utilize their own vehicle for work-related travel.

Key Responsibilities:

  • Establish and uphold a schedule for quarterly service review meetings with PSAPs.
  • Identify and maintain a list of PSAPs for ongoing engagement with the State 911 Department.
  • Ensure PSAP Directory updates are current within both the State 911 Department and internal systems.
  • Monitor incident tickets and work orders to guarantee timely updates and responses, fostering a positive customer experience.
  • Provide necessary clarifications to PSAP Administrators regarding open tickets.
  • Build and sustain relationships with stakeholders through education, guidance, and support for project initiatives.
  • Act as an escalation point for the Field Team or NSOC for PSAP requests.
  • Serve as a technical consultant for Move Add Change (MAC) planning between PSAPs and the State 911 Department.
  • Coordinate the upcoming NG911 onsite work schedule and conduct weekly reviews with the State 911 Department.
  • Analyze Customer Satisfaction Surveys (CSATS) and conduct onsite surveys with PSAP personnel.
  • Drive organizational improvements to enhance customer experiences.
  • Analyze PSAP call behaviors to identify trends and areas for enhancement.
  • Collaborate with internal and external clients to ensure effective issue resolution and planning.
  • Participate in Change Control Board (CCB) meetings to represent PSAP interests and assess impacts.

Qualifications:

  • Experience in a PSAP environment, preferably in Massachusetts.
  • Strong interpersonal and communication skills, both written and verbal.
  • Proven ability to coordinate cross-functional teams to achieve objectives.
  • Understanding of first responder operations.
  • Proficient in Microsoft Office, particularly Excel, with a working knowledge of Access.
  • Technical understanding of NG911 services as they pertain to PSAP operations.

Comtech Telecommunications Corp. is committed to equal opportunity employment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.



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