Provisioning Specialist

Company Overview

S-NET Communications, Inc. is a privately-owned company founded in 2011, now grown to be one of the most widely recognized Cloud Hosted VoIP Providers in the US. We deliver state-of-the-art cloud hosted phone services utilizing the finest feature rich platform available in the US. We are uniquely differentiated from competitors in that we think big and act fast when designing and deploying solutions to our customers. By always putting our customers first, S-NET has grown to serve over 3,000 customers worldwide.

S-NET maintains a high-energy and interactive office environment with a staff that enjoys working together. We expect a high level of productivity and strong commitment to client service. The ideal candidate will work well with our team and enjoy supporting our common goal of providing high-quality customer services.

Position Summary

The Provisioning Specialist has a critical role within S-Net Communications, responsible for ensuring seamless implementation and configuration of phone systems for clients transitioning to our services. The successful candidate will work closely with the project management team, engineering staff, and clients to ensure that all technical requirements are met. The Provisioning Specialist will be the technical point of contact after the sales process, taking ownership of the provisioning project from setup to completion.

Key Responsibilities

• Collaborate with Team Members: Work closely with various S-NET team members to ensure smooth project execution. Maintain cordial and effective communication with team members, the Project Manager (PM), and clients.
• Support Project Management: Assist the PM to ensure that the project progresses according to schedule. Provide updates and escalate issues as needed.
• Technical Support & Service: Act as the technical point of contact after the sales process. Provide exceptional “white glove” service to clients transitioning from their old phone system provider to S-NET.
• System Configuration & Programming: Configure and program client phone systems based on their unique routing requirements, including extensions, IVR, call routing, and caller ID.
• Porting Management: Oversee the porting process, ensuring that new DIDs are routed correctly and tested. Work with the S-AM team to complete the porting process and test all DIDs after they are activated.
• PBX & Call Routing: Take responsibility for configuring PBX systems, managing call routing, and ensuring correct gateway routing of DIDs in NNC. Ensure that all system features and additional services (such as call pickup, BLF, etc.) are activated and properly configured.
• Licensing & Feature Requests: Work with the PM to request necessary licenses for the project and assign them to the appropriate extensions. Ensure that additional features and custom routing requirements are completed as specified by the client.
• E911 & System Registrations: Register E911 services with the Bandwidth Dashboard and MAC addresses with Yealink RPS and Polycom ZTP systems as required.
• Testing & Quality Assurance: Test newly ported DIDs to confirm that numbers are operational. Troubleshoot and resolve any issues that arise during testing or post-installation.
• Ongoing Support: Provide assistance and troubleshooting support during the initial system turn-up and within 48 hours post-installation to resolve any issues that may arise.

Qualifications

• Education: Bachelor’s degree in a technical field or equivalent work experience.
• Experience: At least 1-2 years of experience in a technical provisioning role or similar customer-facing technical support role, preferably in the VOIP or telecommunications industry.
• Experience with VOIP Systems: Familiarity with phone system configuration and setup in a VOIP environment is highly preferred.
• Technical Expertise: Knowledge of VOIP technology, PBX systems, and call routing is essential. Familiarity with phone system setup, porting, and configuration required.
• Client-Centric Approach: Experience in providing “white glove” customer service and a customer-first mindset.
• PBX System Configuration: Experience with provisioning and configuring PBX systems such as Yealink, Polycom, and other similar devices.
• Porting Experience: Experience working with porting processes and testing DIDs is a plus.
• Knowledge of E911 Services: Familiarity with the registration of E911 services and related platforms like Bandwidth Dashboard.
• Project Management Tools: Experience with project management software (e.g., Jira, Trello) is a plus.
• Problem-Solving Ability: Strong troubleshooting skills to resolve technical issues quickly and efficiently.
• Attention to Detail: High attention to detail to ensure accurate configuration and testing of systems.
• Adaptability: Ability to adapt to fast-paced changes in the company’s processes and technology.
• Strong Communication Skills: Excellent communication and collaboration skills to work effectively with clients, the project management team, and engineers.
• Willingness to Learn: Must be trainable and open to learning new technologies and adapting to evolving industry standards.
• Availability for on-call work or after-hours support during project installations.

What S-NET Offers

• Full-time, Schaumburg, IL office-based or remote position in the US
• Competitive salary of $38k – $40k depending upon experience
• Opportunity to earn bonuses throughout the year
• Mileage reimbursement available for client-related travel
• 401k
• Seven annual paid holidays
• PTO accrual based on years of service
• Medical, dental, vision insurances + additional ancillary insurance offerings
• Tuition assistance/reimbursement
• In-depth on-the-job training, guidance, and mentoring provided
• Career growth opportunities in our high-growth organization

S-NET is an Equal Opportunity Employer