Advanced Services Consultant

Astound
paid time off, paid holidays, sick time, tuition reimbursement, 401(k), retirement plan, employee discount
United States, Massachusetts, Needham
175 Highland Avenue (Show on map)
Mar 06, 2025
Description Advanced Services Consultant Position Location(s): Nationwide Astound Broadband, the sixth-largest cable operator in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. A Day in the Life of the Advanced Services Consultant: Facilitate the development and execution of Advanced Services team strategy to maximize the customer experience during the activation process Assist activation activities related to advanced services including: Complex Order Acceptance, Technician Escalations, Implementation Product Requirements, Customer Onboarding Support Commercial Network Operations team as required through Commercial Product escalations, and customer education for large/complex customers Support the existing hosted cloud infrastructure and provide technical and consultative services to hosted cloud customers Serve as product expert in support of large/complex customer deployments Work closely with Commercial Product team and Sales Engineering to facilitate refinement of product and business rules to improve customer journey post sales for assigned services Coordinate with cross-functional teams to continually to facilitate overall understanding of commercial product offerings and facilitate collaborative teamwork across the organization Collaborate with business and technical teams regarding conflicts and gaps between functional goals and existing capabilities. Participate in the development of custom software tools that enhance the efficiency of deploying advanced services such as cloud solutions, SD-WAN, and Advanced configurations Work with vendors and internal teams to ensure capacity planning, scaling, and performance monitoring of platforms Review current technologies used within the company and propose product updates to align with industry and customer requirements. Facilitate documentation creation and maintenance for assigned advanced services in areas such as customer requirements, product specifications, business and support, processes, project plans, and customer solution support packages. Work closely with project management teams to successfully monitor progress of initiatives Provide Pre-Sales consultative support as requested, including but not limited to final designs Other duties responsibilities as assigned What You Bring to the Table: Minimum of 2-4 years' experience working in a technical support or sales implementation role in a Telecom, Cableco (ideally), or IT environment Familiarity with business analysis techniques and processes Knowledge, Skills and Abilities: Strong understanding of Cloud, SD-WAN, Wi-Fi, and Networking technologies Excellent organizational and multitasking skills with an ability to manage multiple projects simultaneously Exceptional problem-solving abilities and a keen attention to detail. Effective interpersonal and communication skills, both written and verbal. Leadership qualities with the ability to motivate and guide cross-functional teams. Analytical mindset with the capability to interpret data and make informed decisions Requires a professional demeanor and appearance with strong verbal and written communication skills Customer Support, troubleshooting, and driving towards resolution Experience managing vendors towards performance and KPIs Background with Hosted and Cloud Solutions (VMware, AWS, Azure, Private, etc.) Strong project management skills; ability to manage multiple complex projects and tasks Certifications and experience with the products and disciplines you are responsible to support (MEF-CECP, CCNP-ENT, SP, Ciena CRS, VMware, AWS, etc.) Ability to foster and maintain good working relationships with peers, boundary partners, and customers. Ability to prioritize with good time management skills Regular, consistent, and punctual attendance. Must be able to work nights, weekends, and variable schedule(s) as necessary to deliver complex projects. Education and Certifications: Bachelor's degree (B.A. or B.S.) from four-year College or University; or equivalent training, education and experience Hold at least one certification supporting Astound's product and/or services (VMWare, Cisco, Fortinet, AWS) is preferred We're Proud to Offer a Comprehensive Benefits Package Including: 401k retirement plan, with employer match Insurance options including: medical, dental, vision, life and STD insurance Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization Floating Holiday: 40 hours per year Paid Holidays: 7 days per year Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws Tuition reimbursement program Employee discount program Benefits listed above are for regular full-time position Base Salary:* The base salary range for this position is $85,000 - $95,000 annually, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. Our Mission Statement: * Take care of our customers * Take care of each other * Do what we say we are going to do * Have fun Diverse Workforce / EEO: Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business. FCO (For San Francisco Candidates Only): Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)