• Global Number Provisioning

    Job ID
    2018-4160
    Location
    US-CA-San Jose
    Category
    Administration
  • About the Job

    Job Description:

    The global provisioning analyst must provide excellent service to 8x8, Inc. customers, partners, and internal teams by responding to inquiries and requests quickly, accurately, and with follow through to resolution. This position may also serve as a liaison between the customer, internal departments, and external vendors and carriers in order to ensure a quality customer experience. The GNP specialist will need excellent organizational skills with an eye for detail as well strong communication skills

    Provisioning Analyst Responsibilities Include:

    • Learn and utilize 8x8 and third-party systems, i.e., Service Cloud, CRM, carrier portals, for all Global Number

    Provisioning requests and complete cases/tickets/projects within established SLA’s

    • Sourcing international numbers and services via our network of carriers
    • Provisioning additional services such as emergency, directory listings and caller ID
    • Collaborate with internal partners and educate on international offering and product
    • Communicate and escalate to carriers/vendors as requested customer impacting issues
    • Become subject matter expert Virtual Contact Center product
    • Work closely with internal partners in support of implementation and deployment efforts for our customers
    • Engage internal departments to establish common understanding and encourage solutions
    • Inspect and extract pertinent details in: service orders, emails, vendor notifications and use information to

    enhance methods and conform to best practices

    • Troubleshoot international number issues during the provisioning process
    • Coordinate multiple projects while ensuring completion of daily tasks/objectives
    • 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
    • Ability to build documents using Google Docs and Gmail or Outlook, Excel, Word, and Powerpoint
    • Ability to prioritize workload from task queues based on deliverable dates
    • Maintain flexible hours and work overtime as business needs require
    • Self-starter must be proactive in research, fact gathering and fact checking
    • Ability to use critical thinking to identify root cause of issues and determine effective resolution

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