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
Skills Required
- 10+ years telecom operations experience in customer service
- High understanding of telecommunications contracts
- Experience managing legacy telco products (POTS, PBX, DSL, ISDN BRI/PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, Centrex)
- Experience with SD-WAN, SIP, UCaaS, CCaaS and other cloud communications technologies
- Ability to understand, analyze and explain Telco USOCs on CSRs
- Proven experience troubleshooting trouble tickets with customers and carriers for resolution
- Project coordination and order management experience (moves, adds, changes, disconnects)
- Advanced Microsoft Office skills with focus on Excel
- Excellent customer service, communication and interpersonal skills
- Ability to work under pressure, multi-task, be proactive and self-motivated
What We Do
Digital Direction is a telecommunications company that provides Managed Telecom Solutions (MTS) to help enterprises reduce telecom spend and simplify operations. They offer services including audit and optimization, Telecom Expense Management (TEM), and managed telecom services, aiming to eliminate waste and complexity for IT and finance leaders.
