Telecommunication Customer Support Specialist

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

Job title: Telecommunication Customer Support Specialist in Chicago, IL at Digital Direction

Company: Digital Direction

Job description: 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: