Technical Support - I

Reference # : 19-03042
Title : Technical Support - I
Location : Cary, NC
Position Type : Contract
Experience Level :
Start Date / End Date : 10/28/2019 / 10/27/2020
Description

The Client Services Management function is accountable for the post-sales relationship with the client; overseeing the operational health of Telecommunication Services from delivery through lifecycle support. Ensures and may manage internal & external resources to deliver services maintain their compliance with customer contractual commitments. Governs reporting and financial management relative to contractual commitments and SLA's. Responsible to coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement for Service Assurance.

JOB TITLE:
Technical Client Advocate
JOB DUTIES:
The candidate will be working with a group of peers dealing with highly escalated incidents. The candidate will also be looking at Continual Service Improvements to prevent customer outages and providing reporting on a daily/monthly/quarterly or yearly basis.
MUST HAVE SKILLS:

You enjoy solving complex problems. You can skillfully defuse the situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities. You enjoy leading a team, coaching and training them to achieve desired outcomes.

You'll need to have:
- Bachelor's degree or four or more years of work experience.
- Three or more years of relevant work experience.
- Strong organizational, presentation, and problem solving skills.
- Willingness to be on call for after-hours support as needed.

DESIRED SKILLS:
- Worked in a client facing role and resolved operational problems.
- Managed and negotiated with internal and external organizations
- Technical knowledge of the telecommunication industry

REQUIRED SHIFT:
8-5 ET, M-F. Occasional after-hours & weekend availability requested for client communication during critical escalated events.