Telecom Client Support Manager

Telecom Support Manager

Do you excel at managing people? Are you passionate about technology? You may have what it takes to join our amazing team!

We are looking for someone with a strong background in the telecommunications industry who is familiar with carrier services and billing for business voice, data, internet, long distance, cloud-based software, and other telephony products. The ideal candidate for this job should have 5+ years of experience in the telecommunications industry and be familiar or have prior work experience with an ILEC such as AT&T, CenturyTel, Verizon, Frontier or a CLEC/Cableco such as Windstream, Telepacific, Spectrum, Comcast, Hosted Phone Carrier or a Master Agency.

You’ll use your knowledge and passion to deliver an effortless customer experience while pursuing challenging and rewarding goals! The Telecom Support Manager will execute and oversee all customer operations related to installing and maintaining various telecommunications carrier services for business customers.

This role carries primary responsibility for the quality of services delivered by the different telecommunications carriers – from order processing, circuit delivery, installation coordination to billing issue resolution and customer support. This position is responsible for leading and managing employees who provide daily customer coordination through order management. In addition to managing the Order/Implementation team, the Support Manager will need to enter orders when needed to support our customers after they have purchased telecommunications services through DMS.

Responsibilities – Telecom Support Manager

• 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 create flows to maximize ease and efficiency in the order management process.
• Work with sales leadership to streamline communications to enhance the client experience
• Assist internal teams with customer inquiries and enter orders as needed.
• Interview, hire and onboard support personnel.
• Attend weekly carrier calls.
• Evaluate product partners and provide feedback to improve our relationship
• Other duties as assigned.

Required Qualifications – Telecom Support Manager

• Bachelor’s degree or degree in a related field; equivalent work experience, or a combination thereof
• 5+ years of telecommunications experience working with business services
• Must demonstrate experience with successful customer operations’ management

Desired Qualifications – Telecom Support Manager

• 10+ years telecommunications industry experience in Operations, Customer Service, and/or Network roles/responsibility
• 5+ years management experience

Knowledge, Skills, and Abilities – Telecom Support Manager

• Must be able to prioritize and re-prioritize as needed in a fast-paced working environment, especially when dealing with time sensitive issues and mandated deadlines
• Knowledge of business communication and collaboration services such as carrier WAN networks, business Internet services, SIP trunking, hosted PBX, cloud based applications and business security services
• Able to think independently, respond to rapid change easily and build rapport with others
• Demonstrate strong skills in management and reporting
• Demonstrate Project Management Practices
• Demonstrate excellent verbal and written communication skills
• Develop a feeling of personal ownership for customer orders
• Be willing to always help customers and continue with any given task from start to finish
• Grow in product knowledge and job duties as the business grows
• Demonstrate sound judgment and decision making, keeping company and customer best interests at all times
• Able to handle customer escalations
• Proficiency in computer skills including Microsoft Office and cloud-based applications
• CRM software experience preferred

Optimal Personality Characteristics – Telecom Support Manager

• Personable
• Positive
• Flexible
• Accountable
• Self-motivated
• Calm under pressure
• Persistent
• Accurate
• “Get it right the first time” mentality
• Dependable
• Helpful to other team members in times of fluctuating workload
• Respectful

Company Overview
Digital Management Solutions (DMS) is a leading telecommunications and solutions consulting firm that has partnered with many of the major communications and cloud-based carriers to provide business customers with voice and data solutions that powerfully, efficiently, and cost effectively address their communications needs.

We provide value by:

• Analyzing current telecom, data, and cloud-based customer services
• Requesting quotes from a variety of carriers to find the best service for the right price
• Assigning a designated team member to track order completion
• Project manage an order to completion
• Reviewing first invoice for accuracy and monitoring subsequent invoices until correct
• Liaising between customer and carrier to ensure service problems are addressed

At DMS, our mission is to provide an exceptional customer experience by giving businesses the most knowledgeable, dedicated, and professional telecom communications team in the industry.

DMS Values:

• Integrity – We will never compromise on quality, service or character
• Teamwork – We will share ideas, build trust and communicate with our customers as a team
• Passion – Our customers are our passion
• Excellence – We will be the best at everything that we do
• Innovation – We will look at every situation with an innovative approach

This role comes with a very competitive salary as well as amazing benefits. Digital Management Solutions is passionate about innovation; we love our employees and we love connecting our customers to their world.

You’ll also gain an amazing benefits package, including:

• Ongoing paid training
• Exciting career paths
• Supportive team environment
• Employer-provided mobile device
• Medical/dental coverage
• 401(k) plan
• Paid time off

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote