Technical Support in Cary, NC at Pyramid Consulting, Inc

Date Posted: 8/12/2019

Job Snapshot

Job Description

Immediate need for a talented Technical Support with experience in the Telecom Industry. This is a 12+ Months contract opportunity with long-term potential and is located in Cary, NC. Please review the job description below.
 
Job ID: 19-32147

Key Responsibilities:
  • Accountable for lifecycle governance of an assigned client base
  • Accountable for the Service Relationship and the overall client satisfaction with client
  • Must maintain a working knowledge of the clients’ operations, and have the ability to work through business challenges by collaborating to develop solutions to everyday problems
  • Responsible for communication through resolution of any given issue or Service Improvement Plan. This includes managing Key Performance Indicators (KPIs) of supplier groups Centers of Excellence (CoE) including Ordering, Billing & Network Assurance)
  • Serves as a client advocate between Customer and various client organizations and seeks to add value proactive resolution of any given issue and provide overall relationship governance
  • Engages shared resources for assistance with transactional work as applicable
  • Maintains regular communication with assigned customer contacts to understand and manage performance / service expectations
  • Coordinates the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement
  • Proactively develops & maintains existing client relationships
  • Understands Contracts and defined KPIs (Key Performance Indicators) and implements action plans when metrics fall below agreed targets
  • Administration of Standard Client Deliverables
  • Deliver and lead Service Reviews
  • Manage internal & external resources to attain client service levels based on contractual commitments
  • Provide oversight of client financial management metrics to ensure client contractual commitments are met
  • Maintain Service focused Open Action Item logs and Continual Service Improvement register
  • Identify opportunities within the base that can defend and drive new revenue growth
  • Maintain a thorough understanding of client Products & Solutions
  • Support the client Credo through adherence to company policies, processes and practices
  • Develop, execute and maintain the Continuous Service Improvement Plan
  • Facilitate beneficial customer enablement by identifying and executing strategies to increase self-service utilization and expand self-service.
  • Drive online and electronic media tool enablement and adoption
  • 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.
Key Requirements and Technology Experience:
  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience. 
  • ITIL v3 Certification, or obtained within 6 months of start date.
  • Willingness to be on call for after hours support as needed.
  • A degree.
  • Worked in a client facing role and resolved operational problems.
  • Managed and negotiated with internal and external organizations.
  • Strong organizational, presentation, and problem solving skills.
  • Excellent verbal and written communication skills.
  • Ability to communicate with multiple levels of leadership.
  • Prior Project Management experience and/or skills.
  • Advanced skills in Microsoft Office product suite, including Power
Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.