Description:
Genesys Cloud Voice is an Internet-based telephony service entirely hosted on the Amazon Web Services platform. Genesys Cloud utilizes micro-services to build a powerful carrier voice platform. You will contribute to an architecture that delivers over 105 million calls and 230 million billed minutes every month – and growing every day. You will work in a fast-paced, startup culture, where our environment is one of continuous change, innovation and experimentation. If you are interested in learning more about Genesys Cloud Voice and its features then check out this link on our Resource Center here.
Successful Telecom Operations Specialist will...
- Be detail-oriented and collaborative with your team and teams throughout the company
- Thrive in a high performance, fast-paced environment
- Be an excellent multitasker
- Be a self-starter and someone that can manage their day to day tasks and goals independently
- Have a positive attitude and willingness to take on new tasks as they arise
- Be very customer focused and eager to engage when issues are encountered
- Have excellent communication skills (verbal & written)
- Be a solution-oriented problem solver
- Create and update processes and policies as needed to improve customer experience
- Follow set team procedures and instructions to complete daily tasks
Major Responsibilities/Activities
- Work with customers and providers to facilitate customer number porting and purchasing
- Communicate with customers via email to provide status of their orders in real time
- Enter customer order information into a variety of carrier systems with a high level of accuracy and time sensitivity while adhering to company and industry standards
- Maintain high level of accuracy for all customer orders
- Manage, create, and coordinate requests through multiple databases
- Work with our telecom providers to diagnose and resolve issues
- Monitor existing telecom utilization and help in capacity planning
- Communicate regularly with colleagues and management
Additional expectations in this role:
- Attend daily stand-ups with team members for communication, sharing of ideas and for supporting fellow team members in resolving any blocking issues.
- Provide assistance and support for our Customer Care organization in resolving cases