Event Management Specialist

The Ash Group; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as an Account Manager/Senior Technical Recruiter, where you'll play a pivotal role in managing customer communications during network outages. This remote position allows you to utilize your customer service skills to ensure a positive experience even in challenging situations. You'll be responsible for translating technical jargon into understandable summaries, facilitating communication among repair teams, and ensuring regulatory reports are filed timely. If you're detail-oriented and thrive in a fast-paced environment, this opportunity is perfect for you!

Qualifications

• Associate's degree or 3+ years in customer service required.
• Must deliver concise summaries with strong grammar.

Responsibilities

• Facilitate technical audio or group chat bridges during outages.
• Translate technical details into customer-facing summaries.
• Ensure customer communication during outages.

Skills

Customer Service

Attention to Detail

Communication Skills

Education

Associate's Degree

3+ years relevant experience

Job description

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Account Manager / Senior Technical Recruiter at The Ash Group

*** W2 Contract Only – No C2C – No 3rd Parties ***

Location: Position can be worked remotely from anywhere within the United States

Description:

An Event Management Specialist provides notification and regular updates for customer-impacting network outages, as well as Reason for Outage (RFO) summaries at the end of the outage.

The Main Responsibilities:

1. Responsible for command and control: Facilitating a technical audio or group chat bridge which includes gathering necessary repair agents into one communications forum to capture live-time triage efforts.
2. Translates technical details and documents on the status of repair activities into customer-facing summaries for live time outages (Network Outages/Events or Scheduled Maintenance/Change Activities) and for post-incident root cause reporting reasons for outage reports.
3. Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.
4. Perform escalation management to ensure outage restoration is progressing at an expected pace.
5. Adheres to all internal processes to capture the information and execute the workflow accurately and within outlined service-level objectives.
6. Responsible for understanding the impacts associated with a given outage and ensuring trouble tickets are opened and managed from incident start through closure, which includes impact correlation of different technologies or products that are down due to the same outage.
7. Responsible for post-incident follow-up with necessary repair teams to ascertain critical information that was not available during the incident. Responsible for communicating conclusive non-proprietary information to clients.
8. Responsible for filing regulatory reports on time for FCC, regional, and local agencies.

Required

1. Associate's degree or 3 plus years of relevant job experience in a customer service role
2. Must be willing and able to work any shift, which could include days, evenings, nights, weekends
3. Attention to detail is essential, along with the ability to deliver concise summaries that demonstrate strong grammar and punctuation skills

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Administrative, Customer Service, and Analyst

Industries

Telecommunications