Service Delivery Coordinator - VoIP

Spectrotel•Neptune Township, NJ

About The Position

This position will be responsible for reviewing orders for the onboarding process and may work with on-site technicians to successfully migrate customers to Spectrotel’s VoIP platforms, ensuring a successful installation through testing. The role involves coordinating with Cloud Project Managers and the Field Services Team, handling activation scheduling, adhering to project-specific Statements of Work (SOWs) for deploying, installing, testing, and completing Spectrotel Cloud Voice architecture implementations. It also includes reviewing post-install documentation and images to ensure network connections and component hardware meet company standards. Spectrotel is a national leader in Voice, Internet, Cloud Communications, and Managed Services, known for its "Network of Networks" approach and a committed team. The company prides itself on providing exceptional service and technology solutions to well-known brands, guided by principles of integrity, honesty, flexibility, and ambition. As a privately held company, Spectrotel seeks disciplined, organized, and experienced individuals who are self-starters, thrive in high-pressure environments, and are persistent, passionate, and never satisfied with the status quo.

Requirements

Technically inclined individual that has basic networking and telecommunication experience
Experience in reading Customer service records from ILEC / telecom companies
Experience troubleshooting POTS/analog lines
Experience and understanding of Local Number Portability (LNP) procedures
Possess excellent organizational skills
Documents processes and updates with attention-to-detail
Able to manage multiple tasks simultaneously
Must have strong customer service skills, organizational skills, and ability to work with minimal supervision
Must have excellent communication skills both verbal and written
Experience using basic Microsoft Office features
Understanding of cable internet modems, IP/Data circuits
Experience & Understanding of LAN/WAN networking (Switches, Ethernet Wiring, IP addressing)
Provided over the phone technical support and resolving issues through troubleshooting internet connections and analog lines
Provide technical support and troubleshooting on-site issues with field technicians onsite

Nice To Haves

Project Management Skills
Experience or understanding the use of Butt Set, toner, cable tester, punch down tools
Experience with ISP, IT, Cable, Cellular, VoIP or other telecom experience
Troubleshoot Analog lines typical wiring problems
Worked on Low voltage wiring, pulling, and terminating cable
Experience working in an Internet Service Provider repair environment
Telecommunications, worked with LEC Phone companies in Repair/NOC centers
Understanding Fire & Burglar Alarm panels
Familiarity with NFPA 72 as well as local fire codes and ordinances
Understanding of low voltage wiring systems and their components, diagnose problems, recommend solutions, and corrections
Understanding of the 7-layer OSI model and Basics on IP Routing

Responsibilities

Reviewing orders for the onboarding process
Working with on-site technicians to successfully migrate customers to Spectrotel’s VoIP platforms and testing to ensure a successful installation
Coordinating with Cloud Project Managers and the Field Services Team
Activation scheduling
Adhering to project-specific SOWs for deploying, installing, testing, and completing Spectrotel Cloud Voice architecture implementations
Reviewing post-install documentation, with images, to ensure the associated network connections and component hardware were deployed to meet company standards
Being available and flexible to work a rotating shift to cover nationwide services from 8am EST to 8pm EST Monday to Friday
Managing an Order queue of 75 to 150 recurring orders
Creating project plans for the design, development, and deployment of new projects
Coordinating works to meet the deadline
Coordinating the installation of fire alarm, burglar alarm, voice, and fax lines
Following company installation policies, checklist, and providing a detailed installation summary
Providing technical support over the phone and troubleshooting to resolve issues
Identifying if any additional wiring is required
Engaging Field Services Team to provide structured cabling quote
Testing inbound and outbound calls to analog lines that are used for fax, voice, modem, alarm panel, elevator, intercom
Providing updates to weekly project calls
Coordinating an installation schedule on active orders with customers, vendors, and field technicians
Ensuring newly installed services are proactively monitored, updating all internal system with the latest information
Being available and willing to work overtime to help meet the upcoming deadline/project requirements
Ensuring activation guidelines are provided to the 3rd party technicians and providing additional information as required