altafiber

Job Purpose:

This position is responsible for supporting the Company’s customers by leading a team of agents to support, retain, and up-sell the company’s entertainment and communication products. The team must understand the customer’s needs and provide a solution from the product lines that best fit.

The candidate will utilize their product/pricing/technical knowledge to identify and solve challenges for our customers online by responding to customer inquiries via chat, phone, social media, and email. The manager must have professional and clear written communication skills with the ability to build rapport with a customer quickly online to achieve individual and team goals. The Call Center Operations Support Manager must set high-performance standards for self, the Executive Care, Social Media, Construction Management, and Chat teams by embodying the values of the Company.

Essential Functions:

• Answer multiple chat and email queries simultaneously with a focus on customer support
• Provide customer service and technical support for existing customers (e.g., status of pending orders, product education, billing help, and technical support)
• Answer technical troubleshooting inquiries and re-route complex issues to the help desk and upper management
• Ability to multitask: enter user information into multiple systems, view multiple screens and systems, and place orders while chatting concurrently
• Effective coaching, delegation, team building, championing change
• Responsible for the overall management, supervision, and operation of the Executive Care, Social Media, Construction Management, and Chat Support teams
• Build trusting relationships, inspire and motivate members of the team to achieve individual and team goals

Education:

• Four years of College resulting in a Bachelor’s Degree or equivalent preferred

Experience:

• 2-3 year work experience in a sales/support environment with preferably one year of online chat experience
• Experience with LivePerson a plus
• Previous sales/support experience in a similar role, preferably with chat
• Extensive Customer Experience skills focused on resolving and retaining customers, making solid business decisions, and cross-training throughout the organization

Special Knowledge, Skills, and Abilities:

• Professional and clear written communication skills
• Must be able to type 45-60 wpm while maintaining both grammatical and spelling accuracy
• Ability to maintain a conversational and polite tone consistently over chat and email
• Results and deadline-driven
• Ability to work independently with little direction and multi-task while being productive
• Ability to work collaboratively with cross-functional team members to meet objectives

Supervisory Responsibilities:

Leads work teams (assigns, coordinates, and checks work) for employees performing similar work

Miscellaneous:

Flexibility required to work nights, weekends, and holidays as required

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses. We are encouraging applicants to apply through our website at altafiber Careers for added security.

altafiber

Job Purpose

The Product Manager is responsible for the successful definition, deployment, and sales/channel support of the set product line across the defined market(s). The Product Manager is also responsible for the evaluation, execution, process definition, and financial performance of the product line relative to corporate goals.

Attendance is required in this position. (50%)

Essential Functions

Product Life Cycle Management – 40%

• Coordinates products/offers throughout their life cycle from strategic definition to end-of-life planning
• Develop business case, financial forecast, and pricing strategy for new/existing products in line with corporate goals
• Defines, tracks, and reports on key metrics of the product line performance
• Remains current on local market requirements, latest competitive product information, and technology/market trends to meet customer and business objectives

Partners with sales and marketing teams to develop sales aids, build excitement and share knowledge of the product portfolio, as well as gather input on future product enhancements – 25%

Lead cross-functional product development teams across the business to ensure successful new product launches and/or driving continuous process improvement within existing product lines – 15%

Develops and manages strategic partner/vendor relationships to support product strategy – 10%

Other duties as required – 10 %

Experience

• 3 to 5 years of relevant experience
• 3+ years of Product Management, Product Development, Sales, Sales Support, or Marketing, preferably with a telecommunications, internet service, or technology provider
• Process Improvement Experience
• Vendor Management Experience
• Contract Negotiation Experience

Education

• Four years of College resulting in a Bachelor’s Degree in relevant discipline or equivalent

Special Knowledge, Skills, and Abilities

• Strong oral and written communications skills
• Excellent analytical, planning, and process development skills, strong business judgment, and a high level of initiative
• Understanding of financial statements and business case planning
• Experience dealing with outside suppliers and vendors
• Working knowledge of communications industry services, competitive providers, and trends in the telecommunications industry
• Intermediate knowledge of Microsoft Office suite of products, including Project and Visio
• Ability to function as a team player and consensus builder

Supervisory Responsibilities

Leads cross-functional teams without formal authority

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses. We are encouraging applicants to apply through our website at altafiber Careers for added security.

altafiber