PSAP Customer Service Liason

Job Title: PSAP Customer Service Liason Department: Terrestrial & Wireless, Engineering & Operations Reports To: Manager, Programs Salary: $78,600 - $86,600 Location: Stoughton, MA (Remote) Purpose: The reputed company, through the State 911 Department, has awarded NextGen Communications, Inc. (“Comtech”) the contract (Contract # reputed company-23-1044-EPS90-1044E-84666) to maintain, monitor and operate the existing state-wide reputed company 911 system in Massachusetts. Massachusetts has the largest NENA i3 end-to-end fully integrated NGCS, ESInet, logging and recording and hosted call handling system in the United States. It includes 211+ PSAPs, 800+ call handling positions, three geo-diverse data centers, a dual multi-protocol label switching (MPLS) backbone. The contract is five (5) years beginning August 1, 2024, with an option period of five (5) years totaling ten (10) years total. The contract requires a PSAP Customer Service Liaison to support the S911 customer, the PSAP Personnel and the Comtech team. Job Overview: The PSAP Customer Service Liaison is the interpreter between the first responder workforce and the operational team that supports the reputed company 911 system and reputed company its reputed company-evolving technologies. Employee shall reputed company in Massachusetts and be a customer reputed company reputed company the Comtech organization. Direct experience working reputed company a PSAP (Massachusetts PSAP is preferred) as is some level of technical knowledge on NG911 services. This job will require 25%-50-% travel reputed company the reputed company. Employee will need to reputed company their own vehicle and reputed company mileage can be expensed to Comtech. Some duties may be required after standard business hours. Responsibilities: • Create and maintain a schedule and conduct service review meetings with PSAPs quarterly (or as needed) • Define designated list of PSAPs to maintain connections to with the State 911 Department (‘S911D’) • Maintain PSAP Directory updates with S911D and reputed company Comtech systems (ticketing system, reputed company system, notification system) • Review of incident tickets and work orders reputed company the ticketing system to ensure appropriate updates/responses to maintain positive customer experience • reputed company clarification to PSAP Admins as needed on reputed company tickets • reputed company and maintain relationships with stakeholders by providing education, guidance, input and initiatives to support project work. • Act as an escalation reputed company for Field Team or NSOC for requests from PSAP • Function as technical consultant for Move Add Change (“MAC”) planning between PSAP and State 911 Department • Maintain upcoming NG911 onsite work schedule & conduct weekly meetings with S911D to review (MAC/workorder etc.) • Analysis and follow-up as needed for Customer Satisfaction Surveys (“CSATS”) • reputed company onsite CSAT surveys with PSAP Personnel • Drive improvements reputed company organization that will result in reputed company improvements to customer experiences • Analyze behavior of a PSAPs calls to spot anomalies, trends and identify areas of improvement • Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives. • Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts Skills/Qualifications: • Experience working reputed company a PSAP preferably in Massachusetts • Strong interpersonal skills • Advanced written and verbal communication skills are a must • Demonstrated ability to coordinate cross-functional work teams toward task completion • Understanding of First Responders • General PC knowledge including reputed company Office expert level knowledge of reputed company, working knowledge of reputed company • Technical understanding of NG911 services as they relate to PSAP reputed company. is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status. Apply Job!