Job Description

Job Description

Job Description

Welcome to Digital Direction, your source for Managed Telecom Solutions.

We help CIO’s, IT Directors and IT departments manage telecommunications by serving as their Managed Telecom Solutions team.

Our Managed Telecom Solution (MTS) enables us to acquire, provision, and support corporate telecommunications environment. MTS lifecycle capabilities include ordering and provisioning, inventory management, invoice auditing, expense management, contract and rate negotiation, and trouble ticket and billing helpdesk services.

Our unique mix of people includes Advisors with experience managing Fortune 2000 customers for major carriers and advocates with an average of 20+ years of back office carrier experience enabling Digital Direction to deliver an unmatched mix of cost control and operational efficiency for our customers.

Perhaps most important, our customers receive an advocacy based solution with guaranteed results averaging 35% reduction in total telecom spend, no sales “pitch” and substantially improved operational efficiency. Digital Direction is a company absolutely dedicated to helping customers reduce their telecom spend, leverage their communications environment, and creates a single point of contact for experienced advice and dedicated customer advocacy.

This position is responsible for representing Digital Direction as part of a Managed Telecom Team for our existing and new customer base. The candidate would interface with clients and vendors to facilitate client orders. This role has a customer service function, supporting our clients as they make changes to their telecom environment. The position offers virtual office (remote).

Principal Duties and Responsibilities:

• 5+ years of high-level experience in a related field operations within a telecommunications company
• Must have excellent customer service skills and interpersonal skills
• Must have advanced level skills in MS Office including Excel and CRM
• Ability to work under pressure and to multi-task
• Proactive, self-motivated, and determined attitude
• Customer focused with an eagerness to engage when issues are encountered

Responsible for the operational daily management of telecommunications including;

• Project coordination of customer moves, adds, change, and disconnect orders
• Voice and data migrations
• Background in managing and ordering legacy telco products including; POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex
• Background in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologies
• You must be able to review telecom order packages, submit to carrier, then manage project through installation
• Implement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Lumen, Windstream, GTT, Orange, China Telecom as well as other telecommunications companies
• Ability to understand, analyze and explain Telco USOCs on CSRs
• Build inventory records in our CRM utilizing CSRs
• Possess a high understanding of Telecom contracts

Review of Daily Responsibilities:

• Manage and support Customers – New Orders, MAC Orders, Move Orders, Complex Orders and Disconnect Orders, Billing Ticket resolution, Trouble Ticket Resolution, Escalate and Monitor Outages, Project Manage All orders through completion. 

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