Senior Technical Implementation Specialist

Service Delivery Northridge, California


Description

POSITION DETAILS:

 

LOCATION: Northridge, California

DEPARTMENT: Service Delivery

REPORTS TO: Service Delivery Manager

PERCENTAGE OF TRAVEL: 0%

 

POSITION SUMMARY:

Broadvoice is looking for an experienced Senior Technical Implementation Specialist to join our growing team. In this dynamic role, you will implement our product solutions by working with customers to build system requirements. The TIS provides training and facilitates knowledge transfer through planning and execution; delivering a full assessment of existing voice and data networks, identifying needs & challenges, and adapting implementation plans to ensure a smooth transition to our VoIP network.

 

YOUR DAY-TO-DAY:

  • Plan and troubleshoot customer voice and data networks
  • Escalation point for complex TIS team interactions
  • Mentor and coach TIS team members through customer requests
  • Ensure a streamlined implementation process for customers by providing cutover support, verifying service, testing system configuration, and identifying, correcting, or escalating issues
  • Become a subject matter expert, providing customer support throughout implementation by resolving concerns
  • 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
  • Provide mentoring and instruction, specifically guiding team members in problem solving techniques, practices, and procedures
  • Make recommendations based on operational metrics to improve efficiency across the team
  • Produce knowledge base content and provide continuing instruction to team members
  • Collaborate with internal business partners to resolve customer questions and issues
  • Perform job-related duties as assigned

 

WHAT YOU BRING TO THE TEAM:

  • Minimum 2 years related experience
  • Strong time management, prioritization, and planning skills
  • Strong knowledge of VoIP technologies (PBX, SIP, RTP, NAT traversal)
  • Excellent interpersonal and communication skills
  • Excellent problem-solving and customer service skills
  • Strong understanding of networking, IT, internet, and computer concepts/technology
  • Demonstrated ability to manage and escalate issues and drive resolution
  • Demonstrated ability to work both independently and as part of a team
  • Adaptable to change in processes, procedures, and responsibilities
  • CCNA Certification or equivalent experience
  • Networking Certification or equivalent experience
  • A positive, self-starter attitude with a desire to meet and exceed expectations


WHY BROADVOICE:

We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.

 

Broadvoice has been recognized by Deloitte Technology Fast 500 and Inc 5000 Fastest Growing Private Companies. Our employees enjoy a comprehensive benefits packages including paid vacation and holidays, 401k matching, professional reimbursement, medical, dental and vision coverage, plus many other perks.

 

Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen. Broadvoice does not sponsor work visas.