Job Description:
In this role, you will manage the service delivery process for Voice and Carrier Services, ensuring exceptional customer experience from order submission to customer acceptance. The role involves managing complex VoIP installations and providing post-install support, while collaborating with various stakeholders to meet customer requirements and expectations.
You will act as the main point of contact with clients, addressing their needs, concerns, and inquiries in a timely and professional manner. Additionally, you will collaborate closely with an internal team of engineers to develop tailored solutions that meet clients' unique business objectives. Your proactive approach and strong communication skills will be essential in fostering long-term partnerships and achieving mutual success.
Duties and Responsibilities:
- Own and drive the service delivery process from customer signature through customer acceptance of delivered Voice, Carrier and Managed IT Services; Maintain regular and clear communication with the customer, manage expectations, and deliver an exceptional customer experience during the service delivery process.
- Primarily manage projects to install complex VoIP (SIP/PRI/Analog) and Hosted Voice services including Carrier porting.
- Discover and record customer requirements, call flows, and desired system features and functionality.
- Facilitate customer communication to answer questions related to VoIP and Hosted Voice service features.
- Coordinate the design, provisioning, and configuration according to customer requirements, call flows, and desired system features and functionality.
- Verify call processing, call routing, and overall VOIP and Hosted Voice platform functionality at the time of installation
- Provide post-install customer support for trouble resolution, call flow adjustment, training, and Moves, Adds, Changes, and Disconnects.
- Assist other Project Managers with implementation projects as needed.
Qualifications:
- 3+ years of work experience in voice service installation, service delivery, or customer-facing project management implementing complex voice and carrier solutions.
- 1+ years of previous demonstrated project management experience preferred.
- Expert knowledge of VOIP, SIP, PRI, and Analog services. Familiarity with paging and analog requirements.
- Working knowledge of managed IT solutions, including networking, cyber security and service provider coordination.
Competencies:
- Ability to manage multiple projects and priorities simultaneously.
- Ability to communicate technical terms and situations to technical and non-technical individuals.
- Significant focus and follow-through with a high attention to detail.
- Strong verbal and written communication skills.
Job Type: Full-time
Salary: $60,000-$80,000
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Travel reimbursement
- Vision insurance
- Work from home
Schedule: Monday to Friday
Company Website: www.itvoice.com