Job Description
DescriptionThis is a full-time remote opportunity based in Ireland. Scheduled hours are 8am-5pm GMT. The Technical Project Manager is a member of our Service Assurance Team. They are the primary contact throughout the onboarding of Partners and large clients, delivering our robust onboarding program into iPILOT and managing each onboarding with our tailored white glove service. They also support multiple company projects.What To ExpectYou’ll be responsible for the software and program onboarding of clients and partners with the activation of new services and partnerships and work hard to deliver the highest level of customer service. You will be expected to gain proficiency within NUWAVE's overall service and solution offerings: SIP Trunking, VoIP Services and UCaaS and SaaS with a large focus on iPILOT. Primary responsibilities include coordinating all stages of new partner onboardings, delivering our Partner Enablement Program to help partners adopt the iPILOT portal and launch in market. You will also be responsible for direct large customer onboardings, working alongside the Provisioning and UC Engineering teams from submission to carrier through service installation/activation and support. You will support customers and partners as a subject matter expert in new implementation and solution support through products and software. You will also manage additional internal projects across multiple areas of the business as needed primarily in regard to product, partner and customer processes and iPILOT software. To accomplish this, you must have a strong desire to leverage your experience, customer service and technical skills to proficiently process tasks and plan and execute multiple projects at once while onboarding and supporting new partners and customers in accordance to prescribed company standard operating procedures with minimal oversight. You will be expected to put aside what you know as you learn about our specific products, services, processes, and culture, applying your existing skills and knowledge only after you have completed training and mastered the basics.Essential Duties And ResponsibilitiesProcess new platform partners, setting up and configuring new platformsOnboard new partners through the PEP (Partner Enablement Program)Support Provisioning team with large customer onboardings as required Planning and tracking all provisioning orders for the entire life cycle of the order including installation and communicate ongoing and milestone statuses to customers, partners, vendors, and internal counterpartsProvide multiple levels of partner support through product and process knowledge and act as an escalation point if neededParticipate in stakeholder, carrier or vendor calls and meetings as needed to provide status of projects and deliver any needs or requirements around projectsAct as a SME (Subject Matter Expert) in areas of expertise to support testing and documentationProvide support for iPILOT technical support queue to resolve software related tickets for customers and partnersSupports all inquiries by partners and assists to research and resolve any needs of the partner, pertaining to operating as a NUWAVE partner in regard to their service, account or customer onboardingIdentifies opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantityActs as 1st level internal resource to assist team members in performing duties and providing expertise as neededMaintains the acceptable standards of efficiency and quality established by the company to ensure ultimate customer satisfactionOther Duties as assignedAdditional tasks will include:Software development testing and implementationNew product implementation supportProduct integration supportPartner account managementOperational supportiPILOT SupportKnowledge And Minimum RequirementsHigh school diploma or equivalent required2 years minimum of customer service or provisioning of telecom and or cloud servicesAbove average proficiency in Microsoft Office productsMicrosoft TeamsAdobe AcrobatExperience in managing customer satisfactionExperience working with large enterprise projects or installationsUnderstanding of local voice telecommunications services, including POTS, trunks, DIDs, toll free, VOIP, SIP, and UCaaSPassionate about delivering the ultimate customer experienceDemonstrated professionalism in resolving customer issuesExcellent communication (verbal and written), interpersonal, and organizational skillsSelf-motivated and detail-oriented, with ability to learn new skills quicklyAbility to work with a motivated team, sharing knowledge and growing togetherAbility to multi-task and adhere to established processesAbility to create/maintain clear and concise processes and tool documentationStrong problem-solving skills and ability to develop creative solutions in a dynamic, high-volume environmentSeniority LevelMid-level with potential for growthSalary45k-65k DOEIndustryInformation Technology & Services, Software, Voice, TelecommunicationsWe are looking for applicants with at least 2 years of work experience or equivalent of working in customer service, software, or provisioning of telecom and cloud services, someone who has excellent communication skills, a strong work ethic and foundational technical skills. Most importantly we are looking for quick learners ready to kick-start their careers. #J-18808-Ljbffr