Telecommunication Customer Support Specialist

<p> <strong>Headquarters:</strong> Remote </p> <div class="careers-description__container"><br><div class="careers-description__content"><br><p><span><span>This position is responsible for representing Digital Direction as the main operations contact for our existing and new customer base.&nbsp; The position offers virtual office (remote).&nbsp;&nbsp;</span></span><br><br><span><span><strong>Principal Duties and Responsibilities:</strong></span></span></p><ul><br><li><span><span>Minimum of 10+ years Telecom operations experience in customer service</span></span></li><br><li><span><span>Candidate should be self-managed and driven</span></span></li><br><li><br><span><span>Responsible for the operational daily management of telecommunications including; </span></span><ul><br><li><span><span>Customer inventory</span></span></li><br><li><span><span>Order management</span></span></li><br><li><span><span>Contract management and administration</span></span></li><br><li><span><span><strong>Trouble tickets- high-level of product knowledge needed to trouble shoot with the customer and carriers for quick resolution</strong></span></span></li><br><li><span><span>Escalations</span></span></li><br><li><span><span>Billing issues</span></span></li><br></ul><br></li><br><li><span><span>Project coordination of customer moves, adds, change, and disconnect orders </span></span></li><br><li><span><span>Voice and data migrations</span></span></li><br><li><span><span>Ability to maintain positive customer and internal relationships</span></span></li><br><li><span><span>Must have superior skills in communication and issue resolution </span></span></li><br><li><span><span>Candidate must possess a high understanding of Telecom contracts </span></span></li><br><li><span><span>Background in managing legacy telco products including; POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex. </span></span></li><br><li><span><span>Background in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologies</span></span></li><br><li><span><span>Ability to understand, analyze and explain Telco USOCs on CSRs </span></span></li><br><li><span><span>You must be able to review telecom order packages, submit to carrier, then manage project through installation</span></span></li><br><li><span><span>Implement projects to local and IXC Telcos including AT&amp;T, Verizon, Sprint, Lumen, Windstream, as well as other telecommunications companies </span></span></li><br><li><span><span>Build inventory records utilizing CSRs </span></span></li><br></ul><p><span><span><strong>Review of Daily Responsibilities:</strong></span></span></p><p><span><span>Manage and support Customers – New Orders, MAC Orders, Move Orders, Complex Orders and Disconnect Orders, Billing Ticket resolution, Trouble Ticket Resolution, Escalate and Monitor Outages, Project Manage All orders through completion.&nbsp;</span></span></p><p><span><span><strong>Review of Qualifications:</strong></span></span></p><ul><br><li><span><span><strong>10+ years of high-level experience in a related field operations within a telecommunications company</strong></span></span></li><br><li><span><span>Must have excellent customer service skills and interpersonal skills</span></span></li><br><li><span><span>Must have advanced level skills in MS Office with a focus on Excel</span></span></li><br><li><span><span>Ability to work under pressure and to multi-task</span></span></li><br><li><span><span>Proactive, self-motivated, and determined attitude</span></span></li><br><li><span><span>Customer focused with an eagerness to engage when issues are encountered</span></span></li><br></ul><br></div><br><div class="careers-description__content-hide-full"></div><br></div> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/digital-direction-telecommunication-customer-support-specialist">https://weworkremotely.com/remote-jobs/digital-direction-telecommunication-customer-support-specialist</a></p>