Telecommunication Customer Support Specialist

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October 21

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Digital Direction

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Telecommunications • Fintech • Healthcare

Digital Direction is a leading provider of tailored telecom management solutions, specializing in telecom expense management, audits, and digital transformation services for businesses since 2002. With a focus on maximizing savings and minimizing hassle, Digital Direction leverages extensive industry expertise to optimize telecom expenses and enhance IT operations for a diverse range of clients, including major corporations in healthcare, finance, and manufacturing. Their proprietary platforms and experienced team ensure accurate billing, cost recovery, and ongoing management of telecommunications services.

11 - 50 employees

Founded 2002

📡 Telecommunications

💳 Fintech

📋 Description

• Operational daily management of telecommunications including Customer inventory, Order management, and Contract management and administration • Troubleshooting with customers and carriers for quick resolution of trouble tickets • Escalating billing issues • Project coordination of customer moves, adds, changes, and disconnect orders • Voice and data migrations • Maintain positive customer and internal relationships • 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

🎯 Requirements

• Minimum of 10+ years Telecom operations experience in customer service • Self-managed and driven • High-level of product knowledge in telecommunications • Superior skills in communication and issue resolution • 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 • Ability to work under pressure and to multi-task • Proactive, self-motivated, and determined attitude • Must have advanced level skills in MS Office with a focus on Excel

🏖️ Benefits

• Remote work • Virtual office