Voice Pipe Service Delivery Representative

General Summary:

 

The VOICEPIPE SDR position is responsible for the overall service delivery of  VOICEPIPE service from the time of sale to account activation.  This includes order receipt, order entry, customer coordination, dispatch coordination, Post FOC/NDA coordination, NGT ? Broadsoft SOF coordination, Broadsoft Portal (Soft Switch) programming, conversion scheduling, customer acceptance, and bill activation.  The VOICEPIPE SDR?s primary directive is focused on a quality customer service experience and timely product delivery.  Specifically, a VOICEPIPE service delivery representative is responsible for day-to-day order entry, LSR issuance to the ILEC, repetitive internal/external customer contact, a strong working understanding of ILEC organizational structure as well as principals of ILEC escalation.  In addition, specialized responsibilities include: a working understanding of LAN topology and systems, VOICEPIPE service delivery procedures, Voice portability fundamentals, PSTN, and TCP/IP internetworking.

 

Essential Job Functions:

 

?  Strong understanding of LSOG/LSOR business rules for submitting LSR/ASR to RBOCs including, but not limited to, NC/NCI codes, and trouble ticketing methods and procedures.

 

?  Experience in coordinating ILEC order issuance and order tracking.

 

?  Previous experience with, or understanding of Frame Relay, ISDN, VOICEPIPE, and/or xDSL technologies.

 

?  Demonstrated ability in coordinating real-time voice conversions between the carrier, customer, vendor, and internal staff on local and long distance number porting using LSR, SOA, and NPAC through standardized SS7 network applications.  This also includes principal knowledge of ILEC organizational structure and their generally accepted escalation methods and procedures.

 

?  Proven experience in customer service communication channels including common call center practices, professional written documentation, and Internet communications including e-mail and Internet research.

 

?  Basic understanding of local area network (LAN) topology using fundamental customer premise models such as home/office, corporate office, and small business office Ethernet applications.  In addition, an understanding of TCP/IP internetworking fundamentals is necessary.  These include: network address translation, IP protocols, host/port mapping, subnets, gateways, and a logical understanding of customer premise equipment (CPE) such as hubs, routers, switches, and PBX.

 

?  Strong working knowledge of common end user Telephony Equipment, PBX functionality, and PBX call routing.

 

?  Strong organizational skills and ability to pro-actively manage order backlogs; ensuring timely and pro-active customer/vendor contact, properly coordinated conversions, large DID number port management with ILECs, vendor updates, billing system preparation/accuracy, and interdepartmental order coordination processes.

 

?  Ability to successfully interact with parallel Provisioning Groups, inside, and outside, of  Company.  To build and maintain positive working relationships and coordinate provisioning efforts.