Contracts Manager - Macon, GA
Birch Communications - Macon, GA
The position will support customer requests for IP configuration schemes, email configurations, DSL self installation questions, IP mappings, and router configurations; as well as, work issues to resolution while on-line and/or initiate trouble or MAC orders. Responsibilities will include but not be limited to customer contact, inter-departmental escalations, managing a work queue and call queue to coordinate resolution, opening, clearing and closing trouble tickets/MAC tickets.

Essential Duties and Responsibilities include the following: (Other duties may be assigned)
  • Taking ownership of the customer situation and seeing it through to resolution
  • Accountability of the end result of the resolution (follow up to ensure the resolution was actual and realized)
  • Opening, Status, Clearing and Closing of Trouble/MAC Tickets Ticket Coding Accuracy
  • Managing a work load from a queue
  • Coordination of resolution activities
Providing support to MAC & ROC for information requests in the following areas:
  • Providing customer’s IP scheme; E-mail configuration both on Birch Network and Customer’s workstation;
  • Making MX record changes;
  • Making A record changes;
  • Port forwarding & Static mapping;
  • Opening Ports & Filter set changes;
  • Bridging routers (set for pass through);
  • Enabling/disabling DHCP/NAT;
  • Removing DNS;
  • Pre – Qualifying addresses for moves/new installs;
  • Quoting applicable charges for moves/new installs/disconnects/bandwidth upgrade/downgrades;
  • Quoting applicable Early Term Penalties for breaking a contract;
  • Assuring a customer is within product limitations, if exceeding limitations then quoting and applying correct billable charges for additional services
  • Work with both ILEC’s in a calm and educated manner for issue resolution
  • Ability to work with multiple external vendors for specific products
  • Ability to work with internal and external technicians calling in with updates on dispatches for trouble repair or next step actions
  • Partial data on-call rotation

  • Supervisory Responsibilities
    None

    Qualifications
    • Self-starter, highly motivated, must display ability to take ownership and initiate activities independently and within team environments
    • Customer focused – Interact with external and internal customers to enhance overall customer satisfaction
    • PC Skills – must have ability to utilize Microsoft Office programs and database management
    • Excellent Communication skills – verbal, listening, and written
    • Must have strong analytical and problem solving skills Excellent attendance record
    • Must be well organized and demonstrate ability to manage multiple issues and activities with varying time frames or commitments
    • Exhibit willingness to learn new applications, processes and procedures – must be adaptable to change
    • Must have knowledge of the Telecommunications industry People Skills are a must
    • Must be able to cooperate, communicate and interact with co-workers
    • Must be able to comply with and respect Birch’s corporate initiatives; as well as, all federal, state and local employment laws
    Education and/or Experience Requirements:
    • Experience in IP addressing and subnetting
    • Experience configuring routers, hubs and related network equipment
    • Knowledge or experience with:
    • Cisco Routers/Switches
    • Netopia Routers
    • Adtran Routers
    • DNS structure
    • E-mail and Domain setup
    • TCP/IP topologies
    • E-mail
    • Dial-up support
    • Strong network design, configuration and troubleshooting skills required
    • Knowledge of networking security (i.e. firewalls, security protocols) desired
    Knowledge and Skill Requirements:
    • Proficient knowledge of various computer systems and software packages.
    • Familiarity with data, telephony (preferred) transmission and distribution status monitoring systems.
    • Excellent customer service skills.
    • Excellent communication skills (verbal and written).
    • Strong interpersonal skills with ability to interact with all levels of employees and various external customers.
    • Time management skills.
    • Problem solving skills.
    • Ability to be pro-active with a sense of urgency.
    • Ability to keep customer information confidential.


    Equal Opportunity Employer

    Birch Communications - 15 months ago - save job - block
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    About this company
    8 reviews
    Birch provides managed communications and information technology services to a target market of small- and medium-sized businesses within 46...