Customer Operations Specialist

Description:

The Onboarding Specialist I Interfaces with SI PM's, Cloud Activation Team, CSM's, & CSA's to transition customers to support. The On Boarding Specialist I will receive on boarding requests and document their status in ServiceNow system. Each team member is responsible for case management of the on boarding cases they own.
Responsibilities of Onboarding Specialist I include, but are not limited to:
Monitor Change request tickets generated from service contracts and react accordingly to meet on boarding goals for 911 Systems
Review Service Agreement (Oracle R12) and Post Sales Documentation to identify current On-Boarding needs
Ensure Systems and Customer Documentation in Place to enable customer Support as defined by Product(s)
Update cases owned every 7 days
Interact with the field to resolve issues related to On Boarding projects
Escalate issues as required to overcome process delays
Complete additional tasks related to On Boarding and deployment as designated by management
Qualifications:
Basic understanding of and experience with telecommunications systems and/or deployment of the same.
Proficiency in utilizing computer information systems and associated applications (i.e.: Word, Excel, Customer Ticket systems, etc.).
Experience applying and following detailed processes, with an emphasis on technical applications.
Exercising ownership of the process, end to end.
Minimum of High School Diploma or equivalent