This position is responsible for representing Digital Direction as the main operations contact for our existing and new customer base. The position offers virtual office (remote).

Principal Duties and Responsibilities:

• Minimum of 10+ years Telecom operations experience in customer service


• Candidate should be self-managed and driven


• 
  Responsible for the operational daily management of telecommunications including;
  
  
  • Customer inventory
  
  
  • Order management
  
  
  • Contract management and administration
  
  
  • Trouble tickets- high-level of product knowledge needed to trouble shoot with the customer and carriers for quick resolution
  
  
  • Escalations
  
  
  • Billing issues
  
  
  
  


• Project coordination of customer moves, adds, change, and disconnect orders


• Voice and data migrations


• Ability to maintain positive customer and internal relationships


• Must have superior skills in communication and issue resolution


• Candidate must possess a high understanding of Telecom contracts


• Background in managing legacy telco products including; POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex.


• Background in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologies


• Ability to understand, analyze and explain Telco USOCs on CSRs


• You must be able to review telecom order packages, submit to carrier, then manage project through installation


• Implement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Lumen, Windstream, as well as other telecommunications companies


• Build inventory records utilizing CSRs

Review of Daily Responsibilities:

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.

Review of Qualifications:

• 10+ years of high-level experience in a related field operations within a telecommunications company


• Must have excellent customer service skills and interpersonal skills


• Must have advanced level skills in MS Office with a focus on Excel


• Ability to work under pressure and to multi-task


• Proactive, self-motivated, and determined attitude


• Customer focused with an eagerness to engage when issues are encountered