911 Team Representative

As a member of the Emergency Services team, the 9-1-1 PSAP Team Representative participates in a variety of tasks requiring interaction with public safety answering points, address and/or data investigation, and coordinateion with internal and external 9-1-1 professionals.

Essential Functions:
Respond to requests for information and/or assistance in a timely manner

• Maintain accurate and complete data collection records across multiple systems
• Perform PSAP Data Collection: Ongoing with yearly data refresh required; including:

• 9-1-1 services provisioning elements (shapefiles, ESN/pANI permissions, 9-1-1 SP, routing, primary/secondary status, default PSAP relationships, etc)
• PSAP Operations information (outage contacts, class of service, pANI/ESN requirements, CPE data placement)
• Rate center expansions
• NG9-1-1 provider subcontractor contact information

• Monitor and work 9-1-1 tickets with a goal of meeting industry standard 4-hour MTTR, including:

• Address investigation
• PSAP investigations (misroutes, incorrect PSAP data, trouble shooting assistance)
• NRF Reports
• Default PSAP/ESN issues

• Provide VPC on-net migration support as required (data collection, pNAI provisioning, data manipulation and /or evaluation, etc)Prepare, submit, and maintain pANI shell record & steering table submissions
• Schedule and perform PSAP Test Calls
• Act as primary Poc for various public safety interactions

Position Requirements:

• 3+ years customer service experience
• Strong organizational skills, and demonstrated attention to detail
• Ability to understand and communicate both technical and business information in verbal and written form
• Excellent verbal and written communication skills
• Able to maintain calm under pressure
• Bachelor's Degree or equivalent work experience
• Proficiency with Microsoft Office Suite

Preferred Qualifications:

• 2+ years experience working with Public Safety Answering Points (strongly preferred)
• 2+ years telecom experience, including understanding of rate centers and 9-1-1 call routing (preferred)

Our Emergency Services team mission: Adaptable, versatile, and responsive, we are on the forefront of advancement in 9-1-1. We drive innovation, further system resiliency, deploy and support solutions built on the secure and precise data vital to 9-1-1 operations, and create an excellent experience for our customers.

We have a friendly and relaxed culture and offer great benefits, including paid parental leave for new moms and dads, paid time away from work for volunteer activities, and generous PTO.

This is an hourly position between $31.24 - $36.07 per hour Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until 09/27/2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.