Technical Account Support -Telecom
MetTel
Salary undisclosed
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Description
MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.
We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.
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The Enterprise Account Manager will be the single point of contact for a portfolio of MetTel's valuable enterprise accounts. As a primary Account Manager, you will successfully manage all aspects of your customers' accounts, including repairs, moves, adds, and changes. The candidate will also be responsible for periodic bill reviews and addressing any billing inquiries or issues with billing.
You will participate in the planning, executing, and following up for a diverse range of telecommunication implementation projects and other business support as required. The candidate will also carry out innovative and sometimes complex projects to their completion and thoroughly analyze data to make sound recommendations for the next steps to improve the customer experience.
Duties & Responsibilities:
- Manage the day-to-day activity of your assigned accounts in a post-sale environment
- Telecom experience (REQUIRED) with hosted PBX preferred.
- Communicate directly with customers by telephone, electronically, or face-to-face
- Interact with customers to provide and gather information in response to inquiries, concerns, and requests about products and services
- Respond promptly to customer trouble reports and escalations
- Handle and resolve customer complaints
- Direct requests and unresolved issues to the designated resource/department
- Manage customers' accounts regarding billing and financial concerns
- Keep records of customer interactions and transactions
- Record details of inquiries, comments, and complaints
- Record details of actions taken and escalate internally where required
- Follow up on customer interactions
- Interface directly with various teams or departments internally to facilitate or improve the customer experience
- Participate in a variety of special projects as requested
Qualifications
- Bachelor's degree in computer science, Telecommunications or related field
- 3+ years in customer service or related experience
- Fixed Line experience
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MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
To learn more about our company visit us at www.mettel.net
About this role
MetTel is seeking a Technical Account Support professional to serve as the primary point of contact for a portfolio of enterprise telecom customers. In this post-sale role, you'll manage the full lifecycle of assigned accounts—handling repairs, moves, adds, and changes while conducting periodic bill reviews and resolving billing issues. You'll also coordinate telecom implementation projects, analyze customer data to identify improvements, and escalate complex issues appropriately. The position requires direct communication with customers via phone, email, and in-person meetings, along with cross-functional collaboration with internal teams to ensure a strong customer experience.
This role demands at least three years of customer service experience and a bachelor's degree in computer science, telecommunications, or a related field. Telecom experience is required, with hosted PBX knowledge preferred. You should be comfortable managing detailed account records, responding promptly to customer concerns, and handling both routine administrative tasks and more complex problem-solving. The position is based in New York City and requires in-office work. MetTel offers a salary range of $70,000 to $80,000 annually, with variation based on location and individual qualifications.
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