Telecommunication Customer Support Specialist

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May 2

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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

• 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 • 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