Client Concierge

Job Summary:

A telephony technology engineering firm, is expanding and has an opportunity for a Senior Telecommunications Support Analyst, who can provide technical support and guidance to the Field Technicians performing installations at the client site throughout the U.S. This will involve instructing the Field Techs and the Technical Team with best practices to continue the company s goal of delivering exceptional solutions.

The company s deep industry knowledge and expertise of telecommunications, wireless, IT, video and mobile network provides their clients a wide range of technology services. They are also providing solutions to companies to follow the FCC mandate initiatives.

Duties/Responsibilities:

• The ideal candidate will have experience supervising and mentoring Field Technicians on-site and off-site performing telecom installations and resolving technical issues.
• As first line response to Field Technicians, requires resolution of issue or escalation to senior management and following through to conclusion or next steps.
• Requires excellent communication skills, both verbal and written, as well as strong documentation and follow-up skills.
• Will be contributing to Knowledgebase, as well as creating and administering one-on-one training, small groups and company-wide.
• Manages staff and assigns tasks to engineering and technical personnel.
• Strives to improve efficiency and sustainability of processes and product designs, and to reduce waste.
• Secures the resources needed for teams to excel, including researching and proposing capital investments.
• Advocates on behalf of team members by securing adequate resources for success.
• Maintains customer rapport by listening to and resolving concerns and answering questions.
• Communicates technical information to non-technical stakeholders, including investors and potential customers.
• Maintains high level expertise in field or sector.
• Assures that processes meet quality and safety compliance guidelines.
• Collaborates with other team leaders and departments.
• Forges and maintains relationships with suppliers and customers.
• Develops and manages information to support corporate decision making.

Required Skills/Abilities:

• Strong work ethic, interpersonal and customer service skills.
• Hands-on experience with business telecom site surveys, installations and solving complex problems. Expert-level knowledge of sector technology and processes.
• Strong verbal and written communication skills, and conflict resolution skills.
• Critical and strategic thinking; strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Leadership, teambuilding, and mentoring skills.
• Flexible thinking, including the ability to pivot and try new approaches when faced with challenges.
• Organizational, planning, and documentation skills.
• Proficiency using presentation software to explain complex information to non-technical management personnel and other stakeholders.
• Ability to work on multiple projects in various stages simultaneously
• Proficient with MS Office (Word, Excel, Outlook), advanced spreadsheet skills, and related applications.

Education:

• Bachelor s degree in technology/ telecommunications, management information systems, or related field or equivalent related experience

This position is hybrid, mostly in the office and remote as the business unit requires with planned intervals.