Client Service - Provsioning/Technical Support
Job Description: Client Service- Provisioning/Technical Support
Level: 1-2
Location: Seattle, WA
Hours: 9:00amPDT-6:00pmPDT, Monday thru Friday
Salary Range: $28,000 to $40,000, DOE
We are currently seeking an enthusiastic, organized, and reliable team member who is dedicated to providing excellent customer support to fulfill our client’s data and telecommunications needs. This role requires the ability to trouble shoot incoming customer calls and the skills to rapidly assess the root cause and take appropriate actions. Here is an opportunity to learn and work with real world applications of converged voice and data networks and industry leading solutions leveraging Voice over IP technologies.
- Provisioning Level I (Voice & Data) – As an X5 Provisioner you will have the responsibility to provision, interopt (turn up), and manage various network elements with our customers both on our network and through 3rdparty network providers. The Provisioner will act as a project manager and interface with sales and customers to submit and track orders to completion. During the process you will work with a diverse internal and external vendor base to coordinate the various aspects of installation and the interopt processes to ensure a timely completion including close to bill. Services will include Voice over IP (VoIP) and SIP services, IP transport services, Ethernet over Copper (EOC) services, Traditional TDM services to include DS1 thru DS3 orders of Long Distance, Dial Tone, PRI’s and SS7 services. ANIs, Acct Codes, Toll Free, Calling Cards, Conference Bridges, and DNS changes.
- Technical Support and trouble Shooting – This is not a traditional “Call Center” environment with hundreds of calls per day, this is a small team dedicated to managing our exclusive account base to deliver superior customer service, one of the trademarks of X5 Solutions. You will be assessing and trouble shooting a handful of more complex incoming trouble ticket calls per day for services such as VoIP and SIP Trunking, Data Networks, Local Services and Long Distance Services. As an X5 Client Service Technical Support Representative (CSTS) you handle the entire life cycle of the ticket from initial call to close of the tickets, you will assign internal trouble ticket numbers, and work with internal and external maintenance teams to complete resolution of the individual trouble tickets, providing ongoing and timely communication to the customer throughout the process until final resolution. The CSTS will be responsible for logging all updates in X5 CRM (Client Service Tool) and capturing all documentation regarding each incident. Additionally the CSTS will assist customers with invoices, basic order and provisioning questions.
- After Hours On Call – In order to deliver on the “X5 Standard of Service” X5’s Technical Support Service is available 24 hours a day with live customer service response. To deliver this service all X5 CSTS and Provisioning Reps take periodic rotations to cover the handful of afterhour’s issues our clients might incur. As part of this rotation the CSTS candidate, once trained and up to speed, will carry the on call cell phone and laptop after hours for one week every 5-6 weeks, with additional compensation for this period. You will have access to all internal tools and will perform the same basic functions by opening an afterhour’s trouble ticket with the various maintenance teams and track for resolution.
Qualifications:
- Creative problem solver
- Multi-task in a fast paced environment
- Organized and good with detail
- Strong time management skills to prioritize work loads
- Can work well under pressure and maintain professionalism
- Working knowledge of MS Office Software Package (Outlook, Word, Excel)
- Good oral/writing skills
- Self-Motivated
- Team player
- Telecom experience preferred
If you want to learn more about what it takes to play on our great team, send us your resume!
Please respond to x5jobs@x5solutions.com
