Provisioning Analyst

Contactual is the global leader in hosted contact center technology. The Contactual OnDemand Contact Center enables organizations to manage customer phone, email, and chat interactions in a complete, flexible solution, delivering rapid time to value.

Contactual’s SaaS contact center solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful application used to improve customer interactions, efficiency, and eliminate customer frustration.

Provisioning Analyst responsibilities include:

• Learn and utilize Contactual and third party systems for fulfilling service add/change/termination orders within established SLA’s
• Obtain any required signatures or additional paperwork between customers and carriers to facilitate orders
• Coordinate resporg and telephony number port requests
• Escalate with vendors when timelines are in jeopardy of being missed
• Assist customers with any billing issues including opening billing tickets on the customers behalf and following up with the carrier to ensure resolution
• Engage internal departments to identify process and system and implementation issues in order to establish common understanding and encourage solutions
• Act as escalation point to Customer Support organization in relation to customer telephony related support issues
• Inspect and extract pertinent details in: service orders, emails, vendor notifications and use information to enhance methods and conform to best practices
• Perform other duties as assigned to ensure the department standards of production, timeliness, customer satisfaction and quality are achieved

Requirements:

• Excellent written and verbal communication skills
• Analytical and problem solving skills
• Ability to work independently
• Ability to multitask between multiple issues and activities
• Superior customer relationship skills
• Desire a position in a fast-paced professional and technical environment
• Experience in telephony, networking, or web based software is a plus
• Help Desk Institute certification a plus
• Ability to build documents using Outlook, Excel, Word and PowerPoint
• Ability to prioritize workload from task queues based on due dates

To apply, please send a resume and cover letter to careers@contactual.com.