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888-325-5875

818-452-5306

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8:30am – 5:00pm PST (Monday – Friday)

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Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

Supervisor – Technical Implementation Specialists (Northridge, CA)

Position Summary:

As part of our Service Delivery team, the purpose of the TIS Supervisor is to support the department by assisting the Service Delivery Manager in providing subject matter expertise and supporting the management of day to day operations of our Service Delivery Team. We are looking for someone who is passionate about customer service and focused on championing a service-driven culture with a goal of increasing customer satisfaction.

Location: Northridge, CA

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Provide mentoring, instruction and leadership, specifically guiding team members in problem solving techniques, practices and procedures
  • Plan and troubleshoot customer voice and data networks
  • Interface with Business Solutions Team Leaders to resolve customer escalations
  • Collaborate with the Service Delivery Manager to streamline provisioning and implementation processes including processes to document, track, and provide status updates on all tickets, projects and customer communications
  • Provide feedback to engineering and product teams regarding features and functionality, communicating product enhancements, bug fixes and modifications
  • Review operational metrics and processes to make recommendations and changes to improve efficiency within the organization
  • Continue to build a knowledge base of related products and technical expertise
  • Perform job-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Associates Degree and/or Military training in electronics, networking and telecommunications
  • 3+ years of experience in Telecom trouble isolation and resolution
  • Strong knowledge of the following:
    • Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, T3/DS3
    • PBX and IVR routing schemes, capabilities and concepts
    • Tracing and debugging SIP protocol
    • Customer support call flows and network architectures
    • Telecom operations support (Carrier Ops, Call Processing, and Network Management)
    • TCP/IP, FTP, DNS Firewalls, security tools, and browser-based applications
    • RADIUS, LWAPP, Cisco ACS, Wireless security and encryption (802.11i, WPA/WPA2, 802.1x), etc.
  • A self-starter with a positive attitude and passion to build team culture

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Apply Now
2019-08-19T22:19:51+00:00