Telecom Operational Support

Coral Springs

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Job Description

JOB SUMMARY:
Operational Support is responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of Managed Service & Service delivery Operations.
Essential RESPONSIBILITIES and ACCOUNTABILITY:
Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
Operational Level Agreements with the Service Provider
Third Party Supplier / Contract Management relationships to the Service Level Management Process
Accommodating any existing Service Improvement Plans / Programs within the SLM process
Negotiates and agrees with the Service Level Agreements with the Customer.
Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.
Analyses and reviews Service Performance against the SLAs and OLAs.
Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
Perform project management duties for assigned Client base (carriers, etc); Create and distribute project status reports to customer and management
Provide Pre-Sales support for new services and/or engagements.
Create, and manage detailed project plans for implementations / migrations for regular network rollout projects
Ownership and accountability for the successful delivery of assigned client engagements
Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services
Schedule resources for client activities with input from engineering managers
Identify, diagnose and communicate chronic issues with services and service delivery
Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
Special Projects as assigned
Anticipates potential problems associated with client activity or service level trends.
The incumbent may be asked to perform other duties as apparent or assigned.

Skills & Requirements

JOB SPECIFICATIONS - Knowledge & Skills:
2+ years of project management experience or equivalent
College Degree or equivalent experience
4+ years of customer service experience
2+ years of DAS In-Building Solutions / RF
Strong customer management, written and verbal communication skills.
Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
Must be able to organize and schedule work effectively and work well under time constraints.
Ability to manage multiple, complex Accounts & Projects
Must be able to work flexible hours, including hours beyond the normal schedule when necessary
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Ability to work effectively and closely with all levels of management within and across the organization.
Must be able to maintain confidentiality
Must be able to work independently in the delivery and maintaining of services.
Enjoys a challenging yet rewarding environment.
Working Conditions / Environment & Physical Demands:
Required to work in an office environment with moderate noise and moderate temperatures.
Incumbent may be asked to perform other duties as required.
Sit for long periods of time.
May be required to work off-hours, weekend & holidays as needed.
Ability to handle multiple concurrent issues and remain calm under high pressure situations.
High Pace; High Impact, and Highly Demanding
Punctuality is critical; must make meetings and deliverables on-time