Telecommunications Support Analyst

Position Summary:

Work as part of a customer support team that manages telecommunications inventory and costs for large, enterprise clients. Audit and analyze customer voice and data services to identify variances and cost savings opportunities. Provide Help Desk support for troubleshooting repairs. Work with telecom service providers to gather information, open disputes; place orders as needed. Work with project teams including customers, internal staff and partners to meet project timelines and objectives.

Primary Duties and Responsibilities:

  • Prioritize workload and daily activities based on project timelines and objectives.
  • Access and search telecommunications service provider’s portals to obtain records pertaining to customer’s telecommunications services.
  • Perform comprehensive audit and analyses of customer’s voice network services using various analytical tools and processes.
  • Investigate service options, determine, document, and recommend available options to optimize each location.
  • Communicate with customers to request /gather information, and report on progress
  • Initiate, coordinate, and track service orders, cancel and /or disconnect services for local, long distance and data service.
  • Document all customer related activity using internal CRM application
  • Maintain and update documentation and procedures related to accessing and utilizing service provider tools and processes, such as passwords, access methods, guidelines, contacts, etc.
  • Monitor tasks on a regular basis to ensure timely activity/deliverables.
  • Monitor/update Service Order Status to ensure proper classification of ongoing work.
  • Work with team members to meet and/or exceed customer expectations
Education / Prior Experience Required:

Essential

  • At least 5 years of telecommunications industry experience
  • 2-5 years Customer service experience
  • Proficient with MS Office including Excel, Word, Power Point and Calendar
  • Excellent verbal and written communication skills

Desirable

  • Experience with Customer Relationship Management software and ticketing systems
  • TEM (Telecom Expense Management) experience
  • Project Management and Quality Assurance skill sets
  • This field is for validation purposes and should be left unchanged.

Ann Flynn, Managing Director

Ann is the founder of IQ Telecom (IQT) and a Certified Telecommunications Professional in Business and Industry. Prior to forming IQT, she managed the telecommunications and network services for large enterprises including one of the largest healthcare organizations in the world. During her tenure as a telecommunications executive, she saw a pervasive need for holistic, location-based, inventory-centric telecommunications management, ongoing cost containment and – most importantly – high quality, knowledgeable customer service.

Ann started IQ Telecom in 2001, and has never once lost her focus on end-user and client needs. Under Ann’s leadership, IQT has grown through referrals from existing clients. The entire company revolves around the goal of constant customer delight.

Ann has received several accolades from enterprise clients for outstanding performance and has certified IQT as a Women Owned Enterprise. She has participated in several executive programs at Dartmouth’s Tuck School of Management.