The primary role of this position is to assist and/or lead in the implementation and ongoing monitoring of customer services for a local voice and internet CLEC operator of a 350-mile fiber optic network in Southeastern Massachusetts.
Most day-to-day work is located in Southeastern Massachusetts and on Cape Cod. A current resident of that geographical area is highly desirable.
This position will support Sales and Engineering in delivering pre and post-sale technical support to customers and prospects.
The following skills are required:
Experience or strong familiarity in the following technical areas, and ability to learn:
Troubleshooting network issues
Documenting/updating network design and network deployment designs
Backing up live configurations
Upgrading network software
Strong project management experience – e.g., the ability to coordinate and manage customer technical support at all stages of the customer life-cycle, from pre-sale, to provisioning, to after-sale. This includes:
Handling pre and post-sale technical questions from customers and prospects
Pre-installation site visits to ensure customer site is ready for installation crews
Monitoring installation process
Monitoring/assisting in provisioning process
Ongoing technical customer support
Support additional business activities such as the use of mapping software to identify business clusters, determine a prospect’s distance from the network and, with help, determine build costs, feasibility and timelines.
The following personal skills are required:
Strong, proven interpersonal and communication skills and a high comfort level in professionally representing the company with potential and existing customers.
Must be comfortable writing and presenting technical material
Ability to identify and suggest changes to best practices in a fast-paced environment
The following industry knowledge and/or skill sets are highly desirable:
Data Networking and network management skills
Carrier–Grade DWDM, BGP Internet Routers and Carrier Ethernet networking
Voice and VoIP services
Implementation and ongoing use of network management software
Implementation and programming of software tools to augment network management software (FTP automation, report creation, etc.),
Management of web content to facilitate customer views, service statistics, invoice viewing, etc.
Functional comfort level with creating Microsoft Excel spreadsheets
Salary and benefits are competitive and commensurate with experience.
Please send your cover letter and resume to email@example.com