<p>Momentum Telecom is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Headquartered in Atlanta, GA, our organization is growing, and we are looking to expand the talent on our Network Operations Team!</p> <p>Summary</p> <p>The person who can successfully fill this position will be instrumental in establishing effective communication between our Network Engineers, Account Managers, and customers. They will primarily handle escalated support cases and work to strengthen relationships and enhance the understanding of processes between customers and our internal support team. In addition, it will be imperative to create and maintain successful relationships with our Carrier Partners to resolve issues with efficiency and escalate urgent issues. In the event of a process disruption, this person will assist in updating procedures, documenting those updates, and escalate the issue as needed. They will also lead the communications and reporting team, to communicate maintenance activities and build valuable reports for the support organization, including NOC and Managed network productivity.</p> <p>Essential Duties and Responsibilities</p> <ul> <li>Manage the overall escalations process and perform as primary interface for customer escalations within the network operation/managed network engineering teams. </li><li>Build successful relationships with our Carrier Partners account management and technical support management team to maximize efficiency and provide high level support to our customers. </li><li>Lead the communications and reporting team to build new reporting and create more efficient communications to our customers. </li><li>Help educate the customer throughout the escalation process on Momentum SOP to reduce customer confusion, and overall number of escalations. </li><li>Prioritize and continually follow-up on escalations with persistence so that the customer, account manager, and Momentum engineers have a clear channel of communication. </li><li>Ensure customer is heard and that the customer is updated throughout the escalation process. </li><li>Establish correct expectations and communicate effectively through resolution of ticket. </li><li>Work with other support departments on new report creation. </li><li>Identify opportunities to update, enhance, and improve process to reduce the number of escalations. </li><li>Ensure that approved process improvements are thoroughly communicated and documented across all applicable departments. </li><li>Review and identify root cause for all escalated service requests and use this information to provide feedback to Account Management, Network Engineering Management, and Support Management for continuous improvement. </li></ul> <p>Education and Experience</p> <ul> <li>A four-year undergraduate degree is preferred. </li><li>2-4 years of experience in managed services or telecom in a tech support role is preferred. </li><li>Demonstrated experience in understanding communication with customers that require an escalation of a service issue. </li><li>Demonstrated experience in providing exceptional customer service related to providing timely updates and outbound calls to customers. </li></ul> <p>Knowledge, Skills, and Abilities</p> <p>Successful candidates will possess and be required to show the following KSAs in this role:</p> <ul> <li> <p>Strong technical background exhibiting the ability to communicate effectively via verbal and written means.</p> </li><li> <p>Strong technical knowledge across multiple disciplines.</p> </li><li> <p>Ethernet, Fiber, LTE, MPLS, SD-Wan circuit knowledge proficiency</p> </li><li> <p>Command Line familiarity with multiple manufacturers routing and switching equipment.</p> </li><li> <p>Basic overall knowledge on network support for VoIP and Sip connectivity</p> </li><li> <p>Technical prowess in multiple areas that could impact Data or Voice connectivity (i.e. DNS, FQDN, SNMP, ICMP, BGP )</p> </li><li> <p>DOCSIS knowledge is a plus for this position as well</p> </li><li> <p>Can be pleasantly persistent.</p> </li><li> <p>Must be able to manage customer expectations, set appropriate timelines and provide timely follow-up</p> </li><li> <p>Demonstrates ownership of the escalation process.</p> </li><li> <p>Not deterred by strong personalities. Able to have difficult conversations. Can confidently respond and communicate under demanding situations.</p> </li><li> <p>Can work and establish productive relationships across multiple teams.</p> </li><li> <p>Demonstrate analytical capabilities with attention to detail</p> </li><li> <p>Proficient in MS Excel, MS Word, and MS PowerPoint</p> </li><li> <p>Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment.</p> </li><li> <p>Must have a strong work ethic</p> </li><li> <p>Must be available, for afterhours and on-call support when required within a shared rotating schedule.</p> </li></ul> <p>Other</p> <ul> <li>Lead operational programs, projects and initiatives that help drives the sustaining business forward </li><li>Lead essential key milestones meetings to align resources around common objectives (sprint milestones, war rooms) </li><li>Create and distribute key communications using a variety of channels </li><li>Assist in the creation / review of reports for management in regard to service availability, uptime, and adherence to Standard Operating Procedures and SLAs </li><li>Keeps key internal leaders and other stakeholders apprised of the escalation status </li><li>Leads post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrences </li><li>Demonstrates competency with the full suite of Ariba Solutions </li><li>Act as the primary interface for APJ & Global Escalation Management with regards to customer escalations </li><li>Manages and leads escalation cases involving functions and project teams to promote quality culture and drive the quality improvement process for a subsystem or component of a product or service offering </li><li>Ensures timely closure of escalation cases </li></ul> <p>Employee must be available to work stated business hours as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular attendance is essential (i.e. is consistently at work and on time).</p>