Senior Administrator - Commercial Contact Operations Advisor Support Team (COAST)

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

 

As a Senior Administrator - Commercial Contact Operations Advisor Support Team (COAST), you will be responsible for all support help to provide Commercial Sales, (Account Executives, Managers, Advisors, SR’s and Mentors) commercial support, (Project Consultants, Solutions Consultants, Sales Engineers) and Order Processing teams (OCV Advisors, Seniors, Supervisors and Managers) with necessary assistance and functional support on all strategic initiatives, processes, procedures, applications, products, financial dispute questions, billing, and promotional campaigns. You will assist with Commercial Sales/support order questions, functional application questions and investigation of billing issues, Salesforce functionality, and you will be responsible for the creation and distribution of support-related communications to Commercial Sales, support and Order Processing teams. You will provide on-going maintenance and issuance of communications to all Commercial Sales, Support, Marketing, and Order Processing teams.

 

Additionally, you will be responsible for functional user acceptance testing of commercial sales and order processing applications including Salesforce, Order Workbook (Microsoft Excel), SABRE, DESI, RNW/SFA, MetaSolv, Service Availability, Verigate, IMA, INAT, RMS, Customer Link, CSG, and UTS. You will work regularly with Telecom IT personnel on system trouble escalations, and application management.

 

You will attend PAC meetings regularly to represent and understand new commercial products, and the impact on the various systems supported and prepare new processes to support the teams.

 

Hours: This position has a scheduled shift of 8:00am-5:00pm Pacific Standard Time Monday-Friday.

 

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.  

Responsibilities

• Level I - III help desk support, including:
  • Develops and maintains knowledge necessary to support personnel on all strategic initiatives, processes, procedures, applications, simple and complex products, and promotional campaigns. Assists Commercial Sales/Support and Order Processing associates with order processing questions, functional application support and investigation of billing issues.
  • Responsible for the assembly, distribution and implementation of sales, support and system usage communication information.
  • Works with the Commercial Sales team, BSSC advisors, Seniors, Supervisors and Managers to implement and find answers/solutions to billing issues and questions, service address issues, workbook assistance, order and reject help, and other specific commercial sales and support issues.
  • Responsible for service address update requests and working on them with the appropriate teams ensuring system updates are made
  • Responsible for CNAM escalation updates.
  • Responsible for Salesforce support requests, working with Sales Operations and multiple other teams supporting the CRM tools that sales and support teams work in. Also escalating and working with various IT resources to resolve, change process, and make things better.
• Performs functional user acceptance testing as new releases become available by working closely with Telecom IS on known issues. Assists in the identification of system issues and acting as a SME in order entry and billing systems.
• Develops and maintains knowledge necessary to support strategic and complex Commercial Sales practices and procedures necessary for providing quality customer service. Creates and facilitates the rollout of new and/or revised procedures throughout the organization as needed.
• Represents, participates and works with Product Managers in the product management PAC meetings. Takes the lead for Commercial Sales and Support for all simple to complex and technical projects, works on process, and results with the team leads, participates, implements, and coordinates new product rollouts. Helps the Commercial Sales and Support teams including the BSSC teams as well, to establish a consistent sales and support method in order to capitalize on all sales opportunities and works with the Order Processing teams with implementing new processes.
• Keeps abreast of developments in new technologies, markets, and desired new applications through regular contact with customers, vendors, and peers inside and outside of TDS.

Qualifications

Required Qualifications<