Telecom Escalation Specialist

Telecom Escalation Specialist
Grudi Associates - Palmyra, PA 17078
Full Time

About the Company & Position

Why this job?

• Make a Difference
• Do Work that Matters (to our Clients, to our Firm, to You)
• Gain New Skills
• Learn New Technology
• Be a Name, Not a Number
• Work Remotely
• Flexible Hours
• Join a Winning Team

Why This Company?

• We Care About our Clients
• We Care About our Employees
• We Care About the Communities Where We Work, Live & Play
• Our Work is Meaningful and Impactful
• Our Industry is Growing and Dynamic
• We have World-Class Partners
• We have a Proven Track Record of Success
• We are Locally Owned and Managed

Who Are We?

• One of the Leading Telecom Management Firms in Central Pennsylvania

What Do We Do?

• We simplify the purchase and on-going management of vital communications services (Phones, Mobile Devices, Computers, Internet, & Network Services) for our business clients
• We make Telecom Easier, Faster, Better, & Cheaper.

Telecom Escalation Specialist: Job Summary:

The Telecom Escalation Specialist is responsible for accepting trouble tickets from Grudi Associates Voice and Data Managed Customers and logging them into SalesForce. They will open trouble tickets with the appropriate telecom carriers and escalate accordingly. They will serve as a single point of contact for the customer and the carrier throughout the trouble clearing process.

The Telecom Escalation Specialist is also responsible for maintaining up to date inventories of Grudi Associates Voice and Data Managed customers. Inventories should include POTs line numbers and what they are used for, PRI Circuit IDs, DID numbers, Data Circuit IDs, IP Addresses, Hosted Phone Numbers, etc. The inventories will be sent out to the customers on a quarterly basis.

Telecom Escalation Specialist: Roles and Responsibilities

• Maintain a strong working relationship with all Telecom carriers.
• Maintain detailed contact lists and escalation process documents for each Telecom carrier.
• Ensure troubles are reported to the carriers detailing the level of urgency and resolving as quickly as possible. Escalating when appropriate.
• Coordinate and schedule all trouble clearing efforts between the carriers and Grudi customers.
• Use all methods available to manage and monitor troubles such as entering all updates and ticket information into SalesForce.
• Work with carriers, the LECs and customers to coordinate vendor meets needed to isolate and resolve on-going troubles.
• Provide and send out quarterly inventories to Grudi Associate Voice and Data Managed customers.
• Have access to High Speed Internet and a computer for remote connectivity when applicable.
• Answering phones in the office (shared between many employees)

Desired Knowledge, Skills & Abilities

• Ability to work in a fast paced, high demanding position in an office environment.
• Maintains composure during stressful times.
• Microsoft Operating System experience including but not limited to MS Word, Excel, and Outlook.
• Customer Resource Management experience. (SalesForce or other)
• Enthusiastic approach to customer service.
• Ability to read, write and speak English in clear, concise sentence structure with accurate spelling and grammar.
• Ability to work in a team environment to ensure customer satisfaction and continuous improvements in service quality.
• Ability to work independently with little or no supervision.
• Prioritizes well, shows energy, reacts to opportunities, instills urgency in others and meets deadlines.
• Strong organizational and follow up skills.
• Careful attention to detail.
• Able to learn new equipment, technologies and applications in a timely manner.

Required education and experience:

• BA/BS degree or equivalent experience (preferably in Information Systems or related field)
• 2+ years’ experience in a technical support, help desk or customer service environment.
• Relevant work experience in the telecommunications industry, networking or related field.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Work from home

Experience:

• Telecommunication: 2 years (Preferred)
• Salesforce: 2 years (Preferred)

Work Location: Remote