Support Analyst- Customer Portal

Inteliquent Chicago, IL
Position Summary:

The Support Analyst, Customer Portal is responsible for providing functional and technical support to customers for both our portal and customer-facing API.

Principal Duties and Responsibilities:

* Promptly respond to all customer tickets and work with internal resources to provide answers and/or solutions

* Continually build functional and technical knowledge to better support our customers

* Work with our team to provide support for services sold via the portal or API:

* Telephone Number (TN) Inventory Management

* Toll Free Number (TFN) Inventory Management

* Number Porting (TNs and TFNs)

* Number Routing (TNs and TFNs)

* Text Message Registration (TNs and TFNs)

* Features

* 911

* Messaging (TNs, TFNs, and REST)

* CNAM Storage

* CNAM Dips

* Directory Listing

* Trouble Ticketing

* Network Statistics and Reporting

* Billing Support

* Customer/User Administration

* Provide feedback and enhancement requests to the development team

* Coordinate and execute portal and API testing as new functionality is delivered

* Provide internal support for services sold on the portal

* Monitor and report on portal and API usage

* Assist other analysts with internal application support

Knowledge and Skills:

* Bachelor's degree required (related major preferred)

* 3+ years of experience in an IT organization (or equivalent)

* 2+ years of experience testing / training / supporting business applications

* Proficiency in SoapUI or other API testing tool (preferred)

* Proficiency in Oracle PL/SQL (preferred)

* Superior customer service skills

* Strong analytical ability

* High level of initiative and resourcefulness

* Excellent organizational skills and ability to multi-task

* Excellent written and oral communication skills

* Proven documentation skills with consistent accuracy of details

* Self-starter with a high energy level

* Ability to work independently without supervision once trained

* Prioritize and balance multiple projects and tasks

* Manage time effectively and meet deadlines

* Operate with a considerable degree of credibility and business acumen

* Strong Spreadsheet and Word Processing skills

Onvoy is an Affirmative Action and Equal Opportunity Employer