Job Locations US-Virtual Office

Position Type

Regular Full-Time

Requisition ID

2024-6077

Category

Information Technology

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

The Account Service Team Lead is responsible for the leadership and direction of the assigned Engineering / Tech team and also be required to perform data analysis and reporting for the Management team.

#LI-JM1

• Motivates and inspires the team to deliver customer support of Maintenance and Managed Services contracts in a fast paced and demanding environment
• Documents general reports on each team member’s performance and targets as well as ensuring they exceed the targets
• Collaborates and consults with engineers, customers, vendors and contractors to resolve customer issues
• Follows up with customer contacts to ensure satisfactory resolution
• Reports findings, track progress and document customer communication within incident management system
• Manages team workload that meets defined Service Level Objectives
• Acts as an escalation point to resolve client issues and manages escalations as necessary
• Provides daily, weekly and ad-hoc data analysis and reports to management
• Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion

• Bachelor’s degree in telecommunications or equivalent related education and work experience
• 5 years’ experience supporting assigned hardware and software
• Superior skill in the use of Microsoft Excel for data gathering, analysis and reporting
• Must possess strong computer skills and excellent working knowledge of general business applications, including MS Office and Skype for Business
• Must possess excellent oral and written communication skills in English
• Highly skilled in writing with details, accuracy and consistency
• Strong analytical , interpersonal, and relationship building skills
• Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to get the job done correctly
• Superior negotiation, coordination, and conflict resolution skills
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task
• Genesys Cloud and Networking concepts

Desired/Preferred Qualifications

• Industry certifications on telephony and associated technology solutions
• Two years working experience in the managed services industry
• Familiar with both voice and data equipment and technologies
• Team leadership work experience

C1 BENEFITS


* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off


Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Pay Range

$60,000 - $110,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

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