Service Delivery Coordinator - VoIP

About Your Role:

This position will be responsible for reviewing orders for the onboarding process. May work with on-site technicians to successfully migrate customers to Spectrotel’s VoIP platforms and testing to ensure a successful installation.

This role will coordinate with Cloud Project Managers and the Field Services Team. Job functions include the following: activation scheduling, adhering to project-specific SOWs for deploying, installing, testing, and completing Spectrotel Cloud Voice architecture implementations as well as reviewing post-install documentation, with images. This is to ensure the associated network connections and component hardware were deployed to meet company standards.

About Spectrotel

Spectrotel is a national leader in Voice, Internet, Cloud Communications and Managed Services. Spectrotel aligns with suppliers, agents, and customers, using company platform to bring out the best of each to maximize customer success and experience. We are the “Network of Networks” and have achieved this through the committed, passionate, and driven team of associates that make up the Spectrotel team. 

We are proud of having created a unique and valued experience for some of the most well-known brands throughout the country by providing exceptional service and technology solutions crafted to meet and exceed their business needs. We owe our success to a set of simple principles: integrity, honesty, flexibility, and ambition. It is the embodiment of these traits that make Spectrotel a distinctive integrated solutions company. 

As a privately held company we seek individuals who can help contribute to the company’s success. This means you are not shy, you like rolling up your sleeves, digging in, and helping solve problems, you feel energized when you present an idea and most importantly you are persistent, passionate and never satisfied with the status quo.

Spectrotel is seeking a disciplined, organized, experienced Delivery Service Coordinator. We are looking for a self-starter with the drive to succeed and someone who thrives in a highly pressured environment.

Responsibilities include but are not limited to:

• This role includes being available and flexible to work a rotating shift to cover nationwide services from 8am EST to 8pm EST Monday to Friday.


• Manage an Order queue of 75 to 150 recurring orders.


• Create project plans for the design, development, and deployment of new projects. Ability to coordinate works to meet the deadline.


• Coordinate the installation of fire alarm, burglar alarm, voice, and fax lines.


• Follows company installation policies, checklist, and provides a detailed installation summary.


• Provides technical support over the phone and troubleshoots to resolve issues as well as Identifies if any additional wiring is required.


• Engages Field Services Team to provide structured cabling quote.


• Testing inbound and outbound calls to analog lines that are used for fax, voice, modem, alarm panel, elevator, intercom.


• Provides updates to weekly project calls.


• Coordinate an installation schedule on active orders with customers, vendors, and field technicians.


• Ensure newly installed services are proactively monitored, updating all internal system with the latest information.


• Available and willing to work overtime to help meet the upcoming deadline/project requirements.


• Ensures activation guidelines are provided to the 3rd party technicians and provide additional information as required.

Qualifications:

• Technically inclined individual that has basic networking and telecommunication experience.


• Experience in reading Customer service records from ILEC / telecom companies.


• Experience troubleshooting POTS/analog lines.


• Experience and understanding of Local Number Portability (LNP) procedures.


• Possess excellent organizational skills.


• Documents processes and updates with attention-to-detail.


• Able to manage multiple tasks simultaneously.


• Must have strong customer service skills, organizational skills, and ability to work with minimal supervision.


• Must have excellent communication skills both verbal and written.


• Experience using basic Microsoft Office features


• Understanding of cable internet modems, IP/Data circuits


• Experience & Understanding of LAN/WAN networking (Switches, Ethernet Wiring, IP addressing).


• Provided over over the phone technical support and resolving issues through troubleshooting internet connections and analog lines.


• Provide technical support and troubleshooting on-site issues with field technicians onsite.

Preferred Skills and Experience:

• Project Management Skills is a plus


• Experience or understanding the use of Butt Set, toner, cable tester, punch down tools.


• Experience with ISP, IT, Cable, Cellular, VoIP or other telecom experience preferred.


• Troubleshoot Analog lines typical wiring problems.


• Worked on Low voltage wiring, pulling, and terminating cable.


• Experience working in an Internet Service Provider repair environment.


• Telecommunications, worked with LEC Phone companies in Repair/NOC centers.


• Understanding Fire & Burglar Alarm panels is a big plus.


• Be familiar with NFPA 72 as well as local fire codes and ordinances.


• Understanding of low voltage wiring systems and their components, diagnose problems, recommend solutions, and corrections.


• Understanding of the 7-layer OSI model and Basics on IP Routing.

Spectrotel is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.