Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.
This position is responsible for coordination of complex port requests for the Business Voice suite of products such as SIP. This position requires close coordination with internal, external and third-party organizations to ensure that the processes that are necessary to support complex order fulfillment and provisioning, where required, are consistently being followed and a high level of customer service is provided to the customer. This may include but is not limited to Local Number Portability (LNP), administration of customer E911 records, administration of complex customer Directory Listing (DL) and Directory Assistance (DA) information, port activations, handling escalations, root cause analysis and quality assurance. Additionally, this position involves managing advanced to highly complex telecom projects, which may involve coordination between Carriers, offsite PBX vendors, Customer IT groups, and BISC voice services.
DUTIES AND RESPONSIBILITIES
Responsible for project management and end-to-end coordination of complex port order requests of Voice products such as SIP/BHV, including functionality related to order entry, LNP, E911, DL, DA, provisioning, escalations, root-cause analysis and quality assurance. Included in the LNP responsibilities are assignment, support and provisioning for transport/dedicated facilities (On-Net and Off-Net) as well as Long Distance, as required.
Expected to possess an advanced working knowledge of the LNP, TFN, and provisioning work flow (i.e. IDA/DDP, Neustar, CSG, Sigma, Trio, Zoom, STI, NPAC/SOA, etc.)
Expected to possess an advanced working knowledge of the LNP and TFN Guidelines - which includes but not limited to porting LEC rules, LRNs, port Activations.
Expected to troubleshoot issues up to and including activations and act as customer advocate with internal and external organizations to ensure the successful implementation of advanced to highly complex services. This includes but is not limited to the identification and resolution of order fulfillment and or installation activations issues with escalation to the appropriate level within internal and/or external organizations, as required.
Responsible for providing high level of customer service through consistent feedback and follow-up on customer requests. This includes proper escalation or referral of issues deemed urgent or beyond the ability to resolve.
Expected to have a strong understanding of carrier Customer Service Records in addition to possessing an advanced knowledge of all phases and aspects of customer and carrier information contained within the applications utilized within the department (i.e. SIP POC, Trio, Zoom, Neustar, STI GUI Application, Verizon LSI, AT&T Toolbar, Kansas KPASS, PS/ALI E911 Database, and additional applications as required.)
Monitor the end-to end exposure points in the order life-cycle to ensure overall order accuracy and to secure a positive experience for the end-user.
Supply data and feedback to analysts to assist in performing root cause analysis on errors to identify gaps in process and/or systems.
Responsible for performing any, and all administrative tasks through use of appropriate company documentation, ensuring it is completed in a thorough and accurate manner.
Responsible for informing other functional areas of any, and all issues that may extend beyond the incumbent's current knowledge or skill level.
Perform MSAG validation on orders in a timely and efficient manner utilizing Trio MSAG tool.
Responsible for managing E911 and LIDB Exceptions in a timely fashion.
Responsible for ensuring that each customer's service address is correctly submitted to the PS/Ali E911 database via MSAG Validation Processes.
Must have basic knowledge of post office address standards & MSAG methodologies and differences throughout all three regions.
Act as a mentor and coach to peers. Employee should be savvy in all day-to-day functions as it pertains to Voice products.
Responsible for meeting company standards pertaining to quantity and quality of work performed on an ongoing basis.
Responsible for performing all work-related tasks in a manner that is in compliance with all company and departmental policies and procedures.
Performs such other miscellaneous duties, as the Manager may from time to time deem necessary including moderate level of reporting and analysis.
Strong written and oral communication skills. Emphasis on ability to handle and diffuse difficult customer situations in a positive and professional manner, providing excellent service.
Must possess a detailed level of understanding of voice switching and networks.
Project management skills to assist in handling complex, multi-product service orders.
Excellent oral and written communication.
Ability to work in a fast-paced environment.
Ability to coordinate complex telephony port requests with minimal supervision.
Ability to work flexible hours, including evenings, weekends, holidays and overtime as required.
BS/BA Degree in Telecommunications/Engineering discipline or equivalent work experience.
Extensive working knowledge of advanced telephony and supporting coordination/implementation guidelines.
Technical proficiency with PCs, MS Office, Windows, e-mail, LEC GUI's, Cabledata, Trio, Sigma, Zoom, STI GUI application, Neustar, SIP POC, NPAC/SOA, Remedy and database packages a plus.
Candidate should possess at least three plus years of Carrier and/or Customer Relations background in a telecommunication operations field.
Candidate should have an intermediate knowledge of Voice products and services relating to the provisioning of LNP and Billing, with an emphasis on Commercial product offerings.
Ability to speak Spanish or another 2nd language is desirable.
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
