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PSAP Customer Service Liaison

2 months ago

Stoughton, Massachusetts, United States Comtech Telecom Full time
{"Job Title": "PSAP Customer Service Liaison", "Job Overview": "The PSAP Customer Service Liaison is a critical role that requires strong interpersonal skills, advanced written and verbal communication skills, and the ability to coordinate cross-functional work teams toward task completion.", "Responsibilities": "
\t\u2022 Create and maintain a schedule and conduct service review meetings with PSAPs quarterly (or as needed)
\t\u2022 Define designated list of PSAPs to maintain connections to with the State 911 Department ('S911D')
\t\u2022 Maintain PSAP Directory updates with S911D and within Comtech systems (ticketing system, knowledge management system, notification system)
\t\u2022 Review of incident tickets and work orders within the ticketing system to ensure appropriate updates/responses to maintain positive customer experience
\t\u2022 Provide clarification to PSAP Admins as needed on open tickets
\t\u2022 Develop and maintain relationships with stakeholders by providing education, guidance, input and initiatives to support project work.
\t\u2022 Act as an escalation point for Field Team or NSOC for requests from PSAP
\t\u2022 Function as technical consultant for Move Add Change ('MAC') planning between PSAP and State 911 Department
\t\u2022 Maintain upcoming NG911 onsite work schedule & conduct weekly meetings with S911D to review (MAC/workorder etc.)
\t\u2022 Analysis and follow-up as needed for Customer Satisfaction Surveys ('CSATS')
\t\u2022 Perform onsite CSAT surveys with PSAP Personnel
\t\u2022 Drive improvements within organization that will result in continued improvements to customer experiences
\t\u2022 Analyze behavior of a PSAPs calls to spot anomalies, trends and identify areas of improvement
\t\u2022 Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives.
\t\u2022 Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts", "Requirements": "
\t\u2022 Experience working within a PSAP preferably in Massachusetts
\t\u2022 Strong interpersonal skills
\t\u2022 Advanced written and verbal communication skills are a must
\t\u2022 Demonstrated ability to coordinate cross-functional work teams toward task completion
\t\u2022 Understanding of First Responders
\t\u2022 General PC knowledge including Microsoft Office expert level knowledge of Excel, working knowledge of Access
\t\u2022 Technical understanding of NG911 services as they relate to PSAP", "Company Overview": "Comtech Telecommunications Corp. is a leading provider of advanced telecommunications solutions. We are committed to delivering high-quality products and services that meet the evolving needs of our customers.", "Equal Opportunity Employer": "Comtech Telecommunications Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status."}