Managed Voice Representative

We are excited that you are interested in employment opportunities at Fusion!

Our preferred format for expressing interest in our open positions is via our online profile submission portal.

Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.

Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.

Job Description

Essential Duties and Responsibilities (other duties may be assigned):

• Supporting and provisioning/ordering of POTS, LNP, toll-free, and long-distance services.
• Adapting to shifting priorities, demands, and timelines through strong analytical and problem-solving skills.
• Managing the service delivery cycle, ensuring adherence to critical deadlines, acceptance testing, and successful service activation.
• Hold carriers accountable to SLAs, promptly escalating any issues to the management team as needed.
• Providing clear and concise status updates to internal stakeholders and documenting all updates in the appropriate OSS.
• Acting as the first-level escalation point, ensuring escalations are handled with urgency, effectively managed, and resolved promptly following escalation protocols.
• Coordinating with internal and external contacts to resolve escalations.
• Reporting urgent issues to management in a timely manner.
• Providing support and serving as a backup for team members in provisioning and ordering services.
• Identifying process inefficiencies, recommending solutions to management, and assisting in process development to improve customer service delivery.
• Supporting other departmental projects as needed while ensuring deadlines are met.
• Contributing to an empowered team environment while fostering collaboration and cross-functional cooperation.
• Building and maintaining positive relationships with internal teams, external stakeholders, and vendors.
• Performing other duties as assigned.
  
  

Knowledge, Skills, And Abilities Requirements

• Strong work ethic and persistence, combined with patience and a positive attitude.
• Excellent organizational and time management skills with strong attention to detail.
• Ability to multitask, prioritize, and adapt effectively in a fast-paced, dynamic environment.
• Creativity and resourcefulness in resolving issues efficiently.
• Effective written and verbal communication skills.
• Strong customer service orientation with a focus on high-quality support.
• Self-motivated, proactive, and willing to take initiative.

We are excited that you are interested in employment opportunities at Fusion!

Our preferred format for expressing interest in our open positions is via our online profile submission portal.

Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.

Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.

Job Description

Essential Duties and Responsibilities (other duties may be assigned):

• Supporting and provisioning/ordering of POTS, LNP, toll-free, and long-distance services.
• Adapting to shifting priorities, demands, and timelines through strong analytical and problem-solving skills.
• Managing the service delivery cycle, ensuring adherence to critical deadlines, acceptance testing, and successful service activation.
• Hold carriers accountable to SLAs, promptly escalating any issues to the management team as needed.
• Providing clear and concise status updates to internal stakeholders and documenting all updates in the appropriate OSS.
• Acting as the first-level escalation point, ensuring escalations are handled with urgency, effectively managed, and resolved promptly following escalation protocols.
• Coordinating with internal and external contacts to resolve escalations.
• Reporting urgent issues to management in a timely manner.
• Providing support and serving as a backup for team members in provisioning and ordering services.
• Identifying process inefficiencies, recommending solutions to management, and assisting in process development to improve customer service delivery.
• Supporting other departmental projects as needed while ensuring deadlines are met.
• Contributing to an empowered team environment while fostering collaboration and cross-functional cooperation.
• Building and maintaining positive relationships with internal teams, external stakeholders, and vendors.
• Performing other duties as assigned.
  
  

Knowledge, Skills, And Abilities Requirements

• Strong work ethic and persistence, combined with patience and a positive attitude.
• Excellent organizational and time management skills with strong attention to detail.
• Ability to multitask, prioritize, and adapt effectively in a fast-paced, dynamic environment.
• Creativity and resourcefulness in resolving issues efficiently.
• Effective written and verbal communication skills.
• Strong customer service orientation with a focus on high-quality support.
• Self-motivated, proactive, and willing to take initiative.