Basic Purpose
All employees are responsible for making the customers' challenges our own, delivering results and actively seeking opportunities to improve the customer experience.
The successful candidate will play a key role in delivering mission-critical service to our customers. You will be responsible for proactively ensuring 911 communications systems are implemented and operating effectively and reliably. You will also ensure customer issues are resolved in a timely manner and the customer has the best experience possible.
Essential Duties, Skills, Responsibilities & Experience
• Consult with Tier I and Tier II Support in the identification, diagnosis and resolution of technical customer challenges related to 911 systems through the application of advanced knowledge of telephony (IP and analog), Computer/Systems hardware, software, networking and the complex interaction of these components.
• Successfully lead the technical deployment of 911 systems solutions from internal hand-off thru post-implementation to include the following:
o Configure and test system in accord with customer's functional requirements.
o Partner with customers' internal resources and providers (e.g. telcos, Computer Aided Dispatch equipment , etc.) to understand key system interfaces and ensure interoperability.
o Serve as a resource to the Project Manager by providing project specific technical knowledge and identifying risks to ensure project quality and timeliness.
o Partner with vendors to ensure system is configured correctly.
o Implementation lead and direct resources on customer site during the physical implementation of the system.
o Test system with customers to ensure functionality.
o Document system "as built"
o Serve as the primary resource for customer post-implementation.
• Escalate complex technical issues to the appropriate resource where necessary.
• Manage open cases to ensure customers' issues are resolved efficiently and thoroughly.
• Follow-up with customers regularly to ensure their needs have been met.
• Ensure standards for responsiveness and quality are met through outside Tier I and Tier II Tech Support partners.
• Provide customer support as required and accurately enter pertinent data into the CRM database.
• Provide customer support while out of the office and on call as assigned.
• Provide afterhours, weekend and holiday coverage via an on-call rotation schedule
• Must be able to travel to customer sites, possibly up to 30%.
• Other duties as assigned.
Essential Education, Skills & Environment
Education and Work Experience
Associates Degree required, Bachelor's degree preferred in related discipline. Network + Certification preferred.
Specialized Knowledge and Skills
• Strong customer focus combined with a desire to be the "go to" person for troubleshooting and problem resolution.
• Effectively collaborate with internal team and customers.
• Entrepreneurial and self-starting – take initiative and work "outside of the box" to satisfy customers.
• Ability to proficiently communicate in a written and/or verbal manner with customers.
• Experience working effectively with clients in a technical customer service role face to face and remotely.
Technical Applications
• Demonstrate strong proficiencies with computers. Computer proficiencies should include, but not be limited to hardware configuration, repair, software, and troubleshooting.
• Strong network skills (routers, switches, TCP/IP, SIP, UDP, routing)
• Strong Telephony skills
• Experience with telephony (PBX phone switch, Voice Mail, ACD, VoIP), Networking and IT/computer. Avaya and or Asterisk certification a big plus.
• Experience implementation of telephony, networking, IT/computer systems at customer sites.
Work Environment and Physical Demands
General office environment. Considerable stress may occur at times. Lifting may be required. Some travel may be required.
