• Ensure delivery of a first class, genuine and personalized customer experience.
• Serve as the liaison/technical specialist/subject matter expert between customers, internal team members, and vendors as it relates to their telco issues, needs, and requests.
• You will troubleshoot and address technical issues, build out efficient processes and systems that impact our operations to ensure customers success
• Served as knowledge manager for internal documentation and customer-facing FAQs
• Will be responsible for ordering, managing, and configuring of all our telephony numbers.
• Will coordinate/manage the greeting requests from our Customer Success Managers with our call center. Will be responsible for approving and quality assurance of the greetings/configurations.
• Responsible for escalating, tracking, maintaining and follow up of customer telephony issues to our providers for resolution.
• Will be responsible for project managing quarterly global telephony testing for all our customer’s lines.
• Overhauled documentation and operationalized numerous day-to-day operational tasks
• Partnering well across departments, thinking creatively, and problem-solving.
• Will be a technical subject matter expert on Convercent’s customer telco configurations and offerings. May also partner with our client’s technical departments as it relates to planning and support discussions.
• Other duties as assigned.

Desired Skills/Experience:

• 5+ years of telephony administration/support experience
• 5+ years of help desk/customer support and customer facing experience with an enthusiasm for technology and demonstrated high technical aptitude
• Demonstrated ability to identify and properly escalate issues
• Project management experience a plus
• Must be able to multitask and properly prioritize the work load
• Operate with a sense of urgency and strong attention to detail
• Passionate about customer service and utilizes empathy to understand customer needs
• Experience with help desk ticketing system – Zendesk a plus
• Excellent communication, interpersonal, verbal and eloquent writing skills
• A passion for learning and a willingness for taking on new challenges
• Ability to multitask and a desire to work in a fast-paced environment
• And other duties as assigned

Department:

Customer Success/Solution Support

Job Type:

Full-time