Senior Customer Service Engineer
hace 2 días
About Lumen
The Role
Provides pre
- and post-sales support to major Regional Wholesale and Global Accounts, with the objective of protecting and growing revenue associated with regional Latin American Accounts, as well as ensuring a positive customer experience.
The Main Responsibilities
- Provides pre
- and post-sales support to Global Accounts with services in Latin America, including participation in commercial meetings to lend expertise of post-sales support processes and set expectations, as well as leading service and billing reviews to ensure customer satisfaction and ensure identification and resolution of concerns or problems.
- Persuades customers of practical value of Lumen products and services.
- Maintain and grow regional base of accounts in partnership with Account Manager.
- Reduce churn by identifying and managing risk.
- Identify opportunities for account development and revenue growth within the account base.
- Act as a customer advocate to meet and exceed our customer's expectations, and ensure a good customer experience.
- Manage onboarding process & training for new customers and participate in ongoing training for partner customers.
- 5-8 years telecommunications sales support experience.
- Must have data support experience (Data Transport, IP, IPVPN, etc.)
- Demonstrated experience in service.
- Demonstrated ability to identify opportunities and provide solutions to meet customer needs.
- Ability to communicate service capabilities to domestic and international customers, explain delivery expectations to customers.
- Excellent time management and organizational skills.
- Possess excellent oral and written communication skills.
- Flexible and willingness to adjust to dynamic and changing environment.
- High analytical ability.
- Team focused.
- Some travel will be required to customer site, including periodic international travel.
- Some sales experience or telecom technical experience preferred
- Experience with regional and international carriers or customers preferred
- Bilingual ability: Must speak English and Spanish (if Brazil - English, Portuguese, Spanish)
Requisition #: 276755
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
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