Technical Implementation Specialist - Service Delivery

6 days ago

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Brightspeed

WebsiteLinkedInAll Job Openings

High-Speed Fiber and Fiber Broadband

1001 - 5000

💰 $500M Private Equity Round on 2023-05

Description

• Help develop a scalable and robust cross-domain system stack that caters to Mass Markets (MM), Enterprise, and Wholesale (E&W) customers’ needs and business outcomes • Help create cohesive cross domain MM and E&W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience and internal cost efficiencies while maximizing system platform, network capabilities and customer experiences • Drive a cohesive client-based service for the Field Ops Service Delivery organization with IT partners to deliver and maintain an accurate and efficient technical domain • Drive requirements and develop a feedback loop to inform prioritization of Service Delivery Workflows, Knowledge Support capabilities, and rethinking the customer experience

Requirements

• Bachelor’s degree or equivalent work experience in Service Support, System Support, IVR experience and or Service Assurance • Experience working in cross-functional and/or cross team projects • Excitement about Chatbot experience and workflows • Enjoys developing Chat experience, introducing automation and self-service capabilities in Chat by exposing Support Content, KB, Articles, and Automated Workflows within the Chat context • Experience with Natural Language Processing (NLP) Chatbot Conversational Design, Design Thinking to reimagine customer support experience in Chat • Strong strategic vision, and the ability to identify friction points and implement innovative solutions

Benefits

• Competitive medical, dental, vision, and life insurance • Employee assistance program • 401K plan with company match • A host of voluntary benefits