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Thrive
Specialist, Voice Implementation
Career Insights for Customer Service Representative (General)
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Based on Florida data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$35,684 / year median in Florida
-1% projected decline
Job Description
Job Description Help for Job Description. Opens a new window. Position Overview A Voice Implementation Specialist is responsible for completing telephony projects for new and existing clients. This position's primary objective is to complete customer project goals as defined within Thrive project plans, orders and scopes of service. A Voice Implementation Specialist will work with Vendors, other Engineers, Project Managers and Thrive clients to accomplish those goals and objectives for successful rollouts of Thrive Voice Solutions. Responsibilities
- Implementation of IT projects related (but not limited to) the following:
- Implementation of Teams Voice
- Manage Number porting Process
- Audit and Maintain telephony inventory
- Serve as a liaison with Carriers
- Work through the project process to reach a successful outcome by:
- Coordinate porting processes with carriers, internal stakeholders and clients
- Maintain documentation of porting activities, contracts, circuit orders, and carrier communications.
- Working at direction of Implementation Management and Project Managers to complete tasks in adherence to a formal project plan.
- Assisting in completion of Support Handoff requirements to allow for long term maintenance by Thrive Service Desk
- Clearly and professionally communicate porting timelines, and testing procedures to customers.
- Track and manage time effectively to accomplish multiple ongoing projects. Requirements Qualifications Minimum
- Strong understanding of LNP (Local Number Portability) processes and carrier service contracts.
- 2-4+ years' experience working with telephony carriers.
- Proven ability to manage timelines and communicate across cross functional teams and external vendors to ensure successful service delivery.
- Basic Knowledge of Traditional Telephony; E911 regulations, telecom billing, contracts, and number assignment best practices.
- Familiarity with modern VoIP systems, Teams/8x8 strongly preferred Preferred
- Experience using ServiceNow (or other project management software)
- Experience in ITIL methodology and change management processes
- Willingness to improve team process and contribute to team and company initiatives