Our Careers
The environment at Digital Direction is, in a word, dynamic. It's also fun. And that's not just because we're interesting people. We live and work in a Dynamic Organization. One where we work for the customer, not just for some mysterious, distant bottom line. Everything we do revolves around their satisfaction. Everything.
Digital Direction is the nation’s leading Outsourced Telecommunications Management organization, serving hundreds of customers nationally and internationally. It's time to learn more about our Dynamic Organization position availability, and how you can join us and become part of it.
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Location Title |
Chicago, IL – Service Liaison |
Description |
Dimension Scope: This position is responsible for representing Digital Direction as the primary interface between our internal Customer Advocates within Operations and the Advisors, our Consultants. Service Liaison will be the team leader for Onboarding all new customers onto our Telco Manager system. Service Liaison is also an overlay for support between the Advisors and the Customer Advocates. Principal Duties and Responsibilities: Minimum of 5-years Telecom operations experience in the facilitation of Telco services. Candidate should be self-managed and driven. Candidate must possess a high understanding of Telecom contracts. Strong background in understanding Telco products such as POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex a must. Ability to understand, analyze and explain Telco USOCs on CSRs. YOU MUST BE ABLE TO WORK WITH MULTIPLE CARRIERS TO OBTAIN CSR, BILL COPIES, and CONTRACTS, AND THEN MANAGE THE ONBOARDING PROJECT THROUGH IMPLEMENTATION. Typical workload entails 40 separate orders/projects per month. |
Related Requirements |
CSR Ordering
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Location Title |
Chicago, IL - Senior Telecommunications Project Manager |
Description |
Dimension Scope: This position is responsible for representing Digital Direction as the primary interface between our internal staff and the Telcos. Orders are placed on behalf of our customer with 20+ carriers in domestic and international cities on daily basis. Principal Duties and Responsibilities: Minimum of 5-years Telecom operations experience in the facilitation of Telco orders. Candidate should be self-managed and driven. Project coordination of customer new, change, and disconnect orders as well as voice and data migrations and cutovers. Ability to maintain positive customer and internal relationships. Must have superior skills in communication and issue resolution. Candidate must possess a high understanding of Telecom contracts. Strong background in ordering Telco products such as POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex a must. Ability to understand, analyze and explain Telco USOCs on CSRs. YOU MUST BE ABLE TO REVIEW TELCOM ORDER PACKAGES, SUBMIT TO CARRIER, THEN MANAGE PROJECT THROUGH INSTALLATION... typical workload entails 40 separate orders/projects per month. Implement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Qwest, XO, Global Crossing, as well as other telecommunications companies. Build inventory records utilizing CSRs. Open trouble tickets and follow to resolution with serving Telco. Audit customer Telco records. Candidate should be open to working up to managerial role including more responsibilities and consultative relationships with customers. |
Location Title |
Chicago, IL - Senior Customer Advocate |
Description |
Dimension Scope: This position is responsible for representing Digital Direction as the main operations contact for our existing and new customer base. Principal Duties and Responsibilities: Minimum of 10+ years Telecom operations experience in customer service. Candidate should be self-managed and driven. Responsible for the operational daily management of telecommunications including the inventory, order management, contract management and administration, trouble tickets, escalations, and billing issues. Project coordination of customer new, change, and disconnect orders as well as voice and data migrations and cutovers. Ability to maintain positive customer and internal relationships. Must have superior skills in communication and issue resolution. Candidate must possess a high understanding of Telecom contracts. Strong background in ordering Telco products such as POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex a must. Ability to understand, analyze and explain Telco USOCs on CSRs. YOU MUST BE ABLE TO REVIEW TELCOM ORDER PACKAGES, SUBMIT TO CARRIER, THEN MANAGE PROJECT THROUGH INSTALLATION... typical workload entails 40 separate orders/projects a month. Implement projects to local and IXC Telcos including AT&T, Verizon, Sprint, Qwest, XO, Global Crossing, as well as other telecommunications companies. Build inventory records utilizing CSRs. Open trouble tickets and follow to resolution with serving Telco. Audit customer Telco records. Candidate should be open to working up to managerial role including more responsibilities and consultative relationships with customers. |
Review of Overall Responsibilities |
Create Inventory within our proprietary Telco Mage Software including Contract Terms and rates Initiate, Manage and work within our methodologies to Audit, or collaborate with our internal Audit group, all customers telecommunications services Work with our Advisors to design and implement Expense Management Strategies Contract Administration |
Review of Daily Responsibilities |
Manage and support Customers – New Orders, MAC Orders, Move Orders, Complex Orders and Disconnect Orders, Billing Ticket resolution, Trouble Ticket Resolution, Escalate and Monitor Outages, Project Manage All Orders through completion |
Review of Qualifications |
10+ years of high level experience in a related field operations within a telecommunications company Must have excellent customer service skills and interpersonal skills Must have working knowledge of PC and applications Ability to work under pressure and to multi-task Proactive, self-motivated and determined attitude |