Experienced PSAP Customer Service Liaison – Next Generation 911 System Support and Operations Specialist

Introduction to Comtech Telecommunications Corp.

Comtech Telecommunications Corp. is a leading provider of innovative communication solutions, dedicated to enhancing public safety and emergency response systems. As a pioneer in the industry, we are committed to delivering cutting-edge technologies that empower first responders and save lives. Our team is passionate about making a difference, and we are seeking a highly skilled and dedicated PSAP Customer Service Liaison to join our ranks.

Job Overview

The PSAP Customer Service Liaison is a critical role that serves as the primary interface between the first responder workforce and our operational team, supporting the Next Generation 911 system and its evolving technologies. As a customer advocate within our organization, you will be responsible for fostering strong relationships with PSAP personnel, the State 911 Department, and our internal teams. Your expertise and passion for delivering exceptional customer service will be essential in driving success in this position.

Key Responsibilities

• Create and maintain a schedule for quarterly service review meetings with PSAPs, ensuring timely and effective communication
• Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department, ensuring seamless collaboration
• Maintain accurate and up-to-date PSAP Directory updates with the State 911 Department and within our systems, including ticketing, knowledge management, and notification systems
• Review incident tickets and work orders to ensure prompt updates and responses, maintaining a positive customer experience
• Provide clarification to PSAP Admins as needed on open tickets, ensuring timely resolution and minimizing downtime
• Develop and maintain relationships with stakeholders through education, guidance, input, and initiatives, supporting project work and driving success
• Act as an escalation point for Field Team or NSOC requests from PSAP, ensuring prompt and effective issue resolution
• Function as a technical consultant for Move Add Change (MAC) planning between PSAP and the State 911 Department, ensuring smooth transitions and minimal disruptions
• Maintain the upcoming NG911 onsite work schedule and conduct weekly meetings with the State 911 Department to review MAC work orders and other initiatives
• Analyze and follow up on Customer Satisfaction Surveys (CSATS) to identify areas for improvement and drive enhancements
• Perform onsite CSAT surveys with PSAP Personnel, gathering valuable feedback and insights to inform our services
• Drive improvements within our organization that result in continued enhancements to customer experiences, ensuring we remain at the forefront of public safety solutions
• Analyze behavior of PSAP calls to spot anomalies, trends, and areas for improvement, informing data-driven decisions and optimizing our services
• Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives, fostering a culture of teamwork and cooperation
• Participate in Change Control Board (CCB) meetings to represent PSAP and identify potential impacts, ensuring seamless integration and minimal disruptions

Essential Qualifications

• Experience working within a PSAP, preferably in Massachusetts, with a deep understanding of the first responder workforce and their needs
• Strong interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders
• Advanced written and verbal communication skills, with expertise in Microsoft Office, particularly Excel, and working knowledge of Access
• Demonstrated ability to coordinate cross-functional work teams toward task completion, with a proven track record of driving success in fast-paced environments
• Understanding of First Responders and their workflows, with a passion for delivering exceptional customer service and support
• Technical understanding of NG911 services as they relate to PSAP, with a willingness to learn and adapt to evolving technologies

Preferred Qualifications

• Direct experience working with Next Generation 911 systems and technologies
• Familiarity with Massachusetts PSAP operations and procedures
• Experience with customer service software and ticketing systems
• Knowledge of project management principles and methodologies
• Certifications or training in public safety, emergency management, or a related field

Career Growth Opportunities and Learning Benefits

At Comtech Telecommunications Corp., we are committed to the growth and development of our employees. As a PSAP Customer Service Liaison, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into the role
• Ongoing training and professional development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced professionals in the field
• Opportunities for career advancement and growth within the company
• Recognition and reward programs to acknowledge and celebrate your achievements

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, teamwork, and customer focus. We believe in fostering a positive and inclusive work environment that encourages collaboration, creativity, and growth. As a remote employee, you will be part of a dynamic and distributed team, with opportunities to connect with colleagues and stakeholders across the country.

Compensation, Perks, and Benefits

We offer a competitive salary range of $78,600 - $86,600, depending on experience, as well as a range of benefits, including:

• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible paid time off and holidays
• Opportunities for professional development and growth
• Recognition and reward programs

Conclusion

If you are a motivated and customer-focused professional with a passion for public safety and emergency response, we encourage you to apply for this exciting opportunity. As a PSAP Customer Service Liaison, you will play a critical role in supporting the Next Generation 911 system and delivering exceptional customer service to our stakeholders. Join our team and be part of a dynamic and innovative organization that is shaping the future of public safety communications.

Apply today and take the first step towards a rewarding and challenging career with Comtech Telecommunications Corp. We look forward to hearing from you!