The purpose of this position is to serve as a first level of support for customers / outsourcers to resolve issues of a technical nature.
Provide support for the application and provide prompt resolution. Portability Provisioning
Service as a primary focal point for Customer escalations and Analysts’ questions.
Maintain all documentation and training information.
Serve as a primary focal point for customers / outsourcers
Answer all incoming calls within department guidelines.
Troubleshoot cases within the Workflow and resolve customer issues within guidelines.
Assist in identifying ongoing system issues verses training issues.
Complete cases within the commitment period.
Ensure specific customer Service Level Agreements are met within guidelines.
Ensure individual / departmental objectives are met.
Reporting Metrics on a daily / weekly / monthly basis as needed
Conduct online / offline quality monitoring to drive performance
Develop and maintain customer relationships
Serve as the focal point for all customer contact within the Global Portability Provisioning group.
Provide excellent service to all customers to meet customer expectations.
Escalate or resolve all system and program problems associated with job requests
Provide 1st level support for technical issues.
Gather data and analyze problem.
Resolve the issue, or escalate to the next level if necessary.
Provide application specific subject matter expertise to internal organization
o Serve as an expert technical resource regarding applications.
Serve as the focal point for Trading Partner Business Rules.
Participate is cross-functional teams Work in conjunction with Global Portability Provisioning management team to identify any training / procedure related issues and forward to appropriate groups for resolution.
Work with inter-departmental groups to provide input or resolve issues.
Assist in cross-training efforts of other team members
Attend train the trainer sessions. Assist in the cross-training efforts of employees within the group.
Provide input to the training team on ongoing training solutions.
Perform online table provisioning and validation to ensure accurate and timely entry of customer updates.
Assist in the resolution of customer problems, issues, questions, and concerns that are table related, meeting or exceeding customer expectations.
Assist in the investigation and resolution of billing questions related to table provisioning.
Support Enterprise Technologies and Product management personnel in product development and implementation and documentation activities.
Participate on Product Teams and / or Project Teams.
Provide 24x7 on call support on a rotation basis.
Develop, implement and maintain documentation of Global Provisioning procedures and with cross-functional departments to implement new product procedures as they are developed.
Analyze product processes and recommend cost-effective improvements, which eliminate unnecessary work and automate manual procedures.
Perform inquiries and generate reports to support problem resolution and discrepancies related to various product platforms and carrier issues.
Data entry skills alpha / numeric minimum of 5000 to 8000 key strokes per hr (this will be tested)
Strong Microsoft Excel experience / skills
Create new ideas and encourage innovational problem solution
Minimum 6 years customer service experience
Minimum 3 year experience in Windows working environment
Minimum 3 year troubleshooting experience
Minimum 3 year telecommunications industry experience
Excellent verbal and written communications skills
Strong interpersonal skills
Ability to work in a team oriented environment
Ability to support a 7x24x365 operation
Ability to work rotating, night, weekends, and holidays
Ability to work with minimal supervision. In some cases such as off peak hours, weekends and holidays, unsupervised.
BA / BS Degree or equivalent work experience preferred.
3-5 years’ experience in customer support function in telecommunications, the wireless industry, data processing, and / or information management.
Experience with analyzing IS41, rev A, B and C and SS7 messaging for Tables.
Ability to handle and manage multiple tasks required
Strong leadership skills required
Strong perceptual, analytical and follow up skills.
Demonstrate problem-solving ability.
Strong decision making skills
Strong interpersonal skills.
Strong written, communication, follow-up and leadership skills.
PC experience in a Windows operating environment with strong typing ability
Data entry experience.
Working knowledge of MSOffice Products