Telecommunication Customer Support Specialist
WFA Digital Insight
The demand for skilled customer support specialists in the telecommunications industry has skyrocketed, with a 25% increase in job postings over the past year. As remote work continues to dominate the job market, Digital Direction's commitment to flexible work arrangements is a major draw for candidates. With 10+ years of experience in telecom operations and a strong background in customer service, the ideal candidate will thrive in this fast-paced environment. According to recent statistics, the telecom industry is expected to grow by 15% annually, making this an exciting time to join the field. Before applying, candidates should be prepared to showcase their expertise in telecom operations, contract management, and customer relationship-building.
Job Description
About the Role
The Telecommunication Customer Support Specialist role at Digital Direction is a critical position that requires a unique blend of technical expertise, customer service skills, and project management abilities. As the main point of contact for existing and new customers, this role entails managing daily telecom operations, resolving complex customer issues, and coordinating with internal teams to ensure seamless service delivery. The ideal candidate will have a deep understanding of the telecom industry, including legacy products and cutting-edge technologies, and be able to communicate complex technical information to customers and stakeholders effectively.The role is part of a virtual office environment, offering the flexibility to work remotely and collaborate with a global team. The successful candidate will be self-motivated, proactive, and driven, with a strong focus on delivering exceptional customer experiences and resolving issues efficiently.
What You Will Do
- Manage customer relationships and provide top-notch support for telecom-related issues
- Coordinate with internal teams to resolve complex customer issues and escalate problems when necessary
- Develop and maintain a deep understanding of telecom products and services, including legacy and cutting-edge technologies
- Analyze and resolve trouble tickets, billing issues, and other customer complaints
- Project manage customer moves, adds, changes, and disconnect orders
- Implement projects with local and IXC telcos, including AT&T, Verizon, and Sprint
- Build and maintain inventory records utilizing CSRs
- Review and analyze daily responsibilities, including managing and supporting customers, resolving billing and trouble tickets, and escalating outages
- Develop and maintain a high level of product knowledge to troubleshoot issues with customers and carriers
- Collaborate with internal teams to ensure seamless service delivery and resolve complex customer issues
- Develop and maintain positive relationships with customers and internal stakeholders
What We Are Looking For
- 10+ years of experience in telecom operations, customer service, or a related field
- Advanced level skills in MS Office, particularly Excel
- Strong understanding of telecom contracts, including legacy products and cutting-edge technologies
- Ability to work under pressure and multitask in a fast-paced environment
- Proactive, self-motivated, and determined attitude
- Excellent customer service skills and interpersonal skills
- Ability to communicate complex technical information to customers and stakeholders effectively
- Strong analytical and problem-solving skills
- Experience with project management and coordination
- Strong attention to detail and organizational skills
Nice to Have
- Experience with SD-WAN, SIP, UCaaS, CCaaS, and other cloud technologies
- Knowledge of telecom industry trends and developments
- Certification in customer service or a related field
- Experience with CRM software and ticketing systems
- Familiarity with Agile project management methodologies
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a global team and collaborate with industry experts
- Flexible work arrangements, including remote work options
- Professional development and training opportunities
- Access to cutting-edge technologies and tools
- Recognition and rewards for outstanding performance
- Comprehensive health and wellness programs
- Generous paid time off and holidays
How to Stand Out
- Be prepared to showcase your expertise in telecom operations, contract management, and customer relationship-building
- Develop a strong understanding of the telecom industry, including legacy products and cutting-edge technologies
- Highlight your experience with project management, coordination, and collaboration with internal teams
- Emphasize your ability to communicate complex technical information to customers and stakeholders effectively
- Prepare examples of how you have resolved complex customer issues and escalated problems when necessary
- Research the company culture and values to demonstrate your fit with the organization
- Be ready to discuss your experience with MS Office, particularly Excel, and your ability to work under pressure and multitask
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