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Telecom Support Manager

Fairview Heights, IL 62208

Post Date: 03/18/18 Job ID: 44390 Industry: Migration Job Code
HireLevel Powered by Extra Helps is seeking a motivated Telecom Support Manager for a telecommunications and solutions consulting servicing over 50 companies located in Swansea. Job Category: Full Time Location: Swansea, IL Required Responsibilities -Create, maintain, document, and implement consistent processes for all major functions of order coordination, customer bill review, and customer support. Leave customers impressed with the company and prompt delivery of reliable and cost-effective service.-Ensure all internal process and procedure information is centralized and up-to-date.-Oversee and manage the duties of the Order/Implementation team which includes the gathering and verification of order information, order entry, and coordination of customer installations, customer bill issue resolution and customer care.-Assist in creating and maintaining proper metrics for the Order/Implementation team ensuring overall quality for the order management department.-Report on order, billing issue, and trouble ticket statuses on a weekly basis.-Take escalations on orders, billing issues, and trouble tickets.-Provide management expertise for internal database systems used by the department.-Revise CRM fields and flows to maximize ease and efficiency in the order management process.-Assist internal teams with customer inquiries and enter orders as needed.-Interview, hire and onboard support personnel.-Attend weekly carrier calls.-Be the point of contact to call into the carriers if the office internet or phones go down.-Other duties as assigned. Job Requirements --Bachelor s degree or degree in a related field; equivalent work experience, or a combination thereof-3+ years of telecommunications experience working with business services-Must demonstrate experience with successful customer operations management-10+ years telecommunications industry experience in Operations, Customer Service, and/or Network roles/responsibility-5+ years supervisory experience

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