Telecommunication Customer Support Specialist

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:

• 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

Expected salary:
Location: Chicago, IL
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