Customer Service Desk/Network Operations Technician

Responsibilities:

Customer service skills like; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

  • This role is slated to be a Tuesday through Saturday 11:00 PM – 8:00 AM Eastern Time shift in support of a 24x7x365 Service Desk – Network Operations Center (NOC). In addition, there will be the occasional requirement/opportunity to work after hours, weekends and national holiday shift work. 
  • Monitor and respond to multiple channels of customer communication including chat, email, and phone.   
  • Ability to Multi-task and prioritize work tasks based on specific customer requests.
  • Accurately entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling/emailing support technicians as required to support issues. 
  • Support the following types of calls, questions, or tickets (not all-inclusive):
    1. IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
    2. IT Infrastructure (ex. telephones, network/internet connectivity)
    3. Customer Service Requests (ex. password resets, VPN token resets, service questions)
    4. Desktop Application Troubleshooting
    5. External iconectiv Product requests
  • Production and Test environment platform monitoring and ticketing for alarms and performance issues on systems, applications, databases, and network/customer connectivity.
  • Manage alarm events and technical application issues – creating, modifying, troubleshooting, and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
  • Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates. 
  • Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
  • Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
  • Excellent work ethic, time management, teamwork, and strong customer focus are key skills required to perform this function successfully. 
  • Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

  • BA/BS degree is preferred but not required.  
  • Minimum 1-2 years of customer service experience.
  • Excellent written and verbal communication skills are a must.
  • Any application support experience would be a plus.            
  • Good writing skills and the ability to author professional correspondence.
  • Initiative, critical thinking, detailed execution, and good follow through are key characteristics. 
  • Being a self-starter and an excellent team player is a must. 

Additional Skills:

  • Familiarity with Linux and Windows Operating Systems is a plus.
  • Familiarity with Network and Cyber security concepts is a plus. 
  • Ability to speak and understand Spanish is a plus
  • Experience using “Chat” to support customer communications (requires strong written communication skills).
July 28, 2021

Java Software Developer

Responsibilities:

iconectiv is seeking a software developer who will be responsible for building TruNumber Routing and TruNumber Protect enhancements and solutions to meet customer and product roadmap business needs.

  • Develop and implement server side components in J2EE based architecture including web services
  • Develop and review feature design documents and provide inputs/update to specifications for TruNumber Routing and TruNumber Protect products
  • Implement using best-in-class software development methodologies as well as test all modification requests
  • Handle complex problems that may arise during solution implementation and field support providing creative and rapid solutions
  • Engage in providing Tier 2+ support, providing technical workaround and resolutions while meeting the customer SLA

Requirements:

  • 5+ years’ experience as a Java developer working in Linux operating systems
  • Java programming and java spring framework, SOAP, XML and JSON protocol, Restful web services
  • Knowledge and experience with shell scripting, Apache/Tomcat, Application servers, and use of SQL
  • Familiarity with Web based technologies such as AngularJS along with HTML 5, JSP, CSS/Bootstrap
  • Jenkins automation tool and Nexus repository a plus
  • Experience with Agile/SCRUM processes and techniques, working with commercial collaborative ALM tools
  • Ability to investigate and incorporate new technologies in line with product roadmap
  • Knowledge on US and Global Telecom Number assignment and Number Portability is a plus
  • B.S. in computer science or related work experience
April 20, 2021

Contractor - Account Management Support

This is a 12 month contract position with the possibility of extension or conversion to permanent employee

Responsibilities: 

As part of a team that is managing a major system, the team member will:

  • Perform Computerized Administrative tasks including:
    1. Review of contract and detailed application documents
    2. Validation of data against onboarding application and contract requirements
    3. Processing of annual customer renewal documents in accordance with defined procedures
    4. Accomplish above by following detailed methods & procedures
    5. Learn how to use NPAC administrative systems and be able to set up new customers in those systems
    6. Maintain and update key customer contact information
    7. Process simple trouble tickets such as IVR PIN reset or request for additional Users
  • Escalate to team lead as needed to resolve customer issues 
  • Work to achieve team and individual productivity metrics, particularly during periods of high demand
  • Interact with customers via phone or email as needed to properly complete onboarding applications and contract documents
  • Recognize potential improvements in Methods & Procedures and make suggestions to team leader

Required Qualifications: 

  • Ability to work easily with online documents and toggle between multiple windows
  • Attention to Detail
  • Works well as part of a team to complete work and assist others based upon overall team workload
  • Familiarity and comfort with the Microsoft Office Suite, particularly PowerPoint, Excel and Word 
  • Comfortable working in fast paced environment
  • US Citizenship Required

Additional Skills Preferred: 

  • 1-2 years Business Experience with desired emphasis on customer service
  • Associates or Higher Degree
July 20, 2021

Consultant-Project Manager/Scrum Master

Responsibilities:

The Project Manager will be responsible for managing 2-4 projects concurrently and facilitating teamwork, communications, and correspondence between stakeholders across the Engineering, Product, Marketing, Legal, Security, Sales and Operations/IT organizations.  This position works with noted cross-functional teams to ensure successful implementation of defined initiatives.  The position requires knowledge and working experience with agile principles as scrum master.  The Project Manager will be responsible for creating and maintaining detailed project schedules, issues and risks as well as conducting status meetings as needed with the project team. Additional responsibilities may include project financial tracking and status reporting to executive management.

 

Requirements:

  • Certified Scrum Master certification and/or experience working in an agile environment using scrum framework
  • Ability to prioritize and organize effectively
  • Ability to develop strong working relationships with peers and project members
  • Ability to communicate orally and in writing in a clear, accurate and straightforward manner
  • Ability to show judgment and initiative to accomplish job duties
  • Ability to make decisions and solve problems while working under pressure and tight timelines
  • Organized with attention to detail
  • US Citizenship

Additional Skills:

  • PMP certification
  • Knowledge of general infrastructure procedures (e.g. data center operations)
  • Knowledge of infrastructure components and terminology (e.g. network switches)
  • Knowledge of Marketing related terminology and website development life cycles
  • Knowledge of AWS environments and technologies
  • MS Project or similar scheduling/mgmt. tool
  • Sharepoint
  • MS Excel
April 14, 2021

Financial Analyst

Responsibilities:
The candidate will be a key member of financial planning and analysis team supporting product line management. Responsibilities include leading the annual budgeting process, creating monthly forecasts, identifying variances and implementing corrective action as necessary. The role will be responsible for identifying process improvements, and implementing the methodologies that drive positive change. This position will require the ability to interact with all levels of the organization and deliver presentations to the management team. The candidate must be comfortable operating independently in a fast paced environment and must have strong analytical and financial system competencies.
•Drive and cultivate collaborative relationships with Product Management to facilitate an understanding of key business drivers of the financial results.
•Evaluate product performance to ensure consistency with short-term and long range goals.
•Coordinate and provide high quality budget and forecasts including variance analysis.
•Drive the communication and development of key performance indicators
•Monitor, track, and proactively report business performance, identifying issues, opportunities and challenges.

Required Skills:
•Bachelor’s degree in Accounting or Finance, MBA or CPA preferred.
•1 - 3 years of accounting and business finance experience, including budgeting, forecasting, financial modeling, and auditing
•Strong organizational skills, capacity to quickly identify problems and structure solutions, and to plan and prioritize multiple projects, while maintaining high quality and meeting or exceeding deadlines.
•Strong commercial sense, with the ability to link operational performance to financial results. This includes generating alternatives that drive positive change.
•Highly effective written, verbal, and presentation communication skills.
•Strong ability to articulate complicated financial information across levels, functions and geographic regions and cultures.
•Proven ability to work across organizations, influencing change and delivering results.
•Advanced PowerPoint and Excel skills including multi-level charting, scenario development, pivot tables, lookups and macros

June 9, 2020