**Experienced PSAP Customer Service Liaison – Massachusetts Next Generation 911 System**
At arenaflex, we're committed to delivering exceptional customer experiences that exceed the expectations of our clients and partners. As a key member of our Terrestrial & Wireless, Engineering & Operations team, the PSAP Customer Service Liaison will play a vital role in fostering strong relationships with Public Safety Answering Points (PSAPs) and ensuring the smooth operation of the Next Generation 911 (NG911) system in Massachusetts.
**About arenaflex**
arenaflex is a leading provider of advanced communication solutions, and we're proud to be part of the Commonwealth of Massachusetts' efforts to modernize its 911 system. With a strong focus on innovation and customer satisfaction, we're dedicated to delivering cutting-edge technologies that make a real difference in people's lives.
**Job Overview**
As a PSAP Customer Service Liaison, you'll be the primary point of contact between our team and the PSAP workforce, ensuring seamless communication and collaboration. Your expertise will be invaluable in helping us understand the needs and challenges of our PSAP partners, and in developing solutions that meet their evolving requirements.
**Responsibilities**
* Create and maintain a schedule for quarterly (or as needed) service review meetings with PSAPs to ensure timely updates and feedback.
* Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department (S911D) and within arenaflex systems.
* Update PSAP Directory information with S911D and within arenaflex systems (ticketing system, knowledge management system, notification system) to ensure accuracy and consistency.
* Review incident tickets and work orders within the ticketing system to ensure timely updates and responses that maintain a positive customer experience.
* Provide clarification to PSAP Admins as needed on open tickets to ensure prompt resolution.
* Develop and maintain relationships with stakeholders by providing education, guidance, input, and initiatives to support project work.
* Act as an escalation point for Field Team or NSOC requests from PSAP to ensure timely resolution.
* Function as a technical consultant for Move Add Change (MAC) planning between PSAP and State 911 Department to ensure smooth transitions.
* Maintain upcoming NG911 onsite work schedule and conduct weekly meetings with S911D to review MAC/workorder updates.
* Analyze and follow-up as needed for Customer Satisfaction Surveys (CSATS) to identify areas for improvement.
* Perform onsite CSAT surveys with PSAP Personnel to gather feedback and insights.
* Drive improvements within the organization that result in continued enhancements to customer experiences.
* Analyze behavior of PSAP calls to spot anomalies, trends, and identify areas of improvement.
* Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives.
* Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts.
**Essential Qualifications**
* Experience working within a PSAP, preferably in Massachusetts, with a strong understanding of the NG911 system and its applications.
* Strong interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
* Advanced written and verbal communication skills, with the ability to articulate complex technical information in a clear and concise manner.
* Demonstrated ability to coordinate cross-functional work teams toward task completion, with a focus on collaboration and teamwork.
* Understanding of First Responders and their needs, with a commitment to delivering exceptional customer experiences.
* General PC knowledge, including Microsoft Office expert-level knowledge of Excel and working knowledge of Access.
* Technical understanding of NG911 services as they relate to PSAP, with a focus on staying up-to-date with the latest developments and advancements.
**Preferred Qualifications**
* Experience working with NG911 systems and technologies, with a strong understanding of their applications and limitations.
* Familiarity with Massachusetts PSAPs and their specific needs and challenges.
* Strong analytical and problem-solving skills, with the ability to identify areas for improvement and develop solutions.
* Experience with customer satisfaction surveys and feedback mechanisms, with a focus on driving continuous improvement.
**Work Environment and Company Culture**
As a member of the arenaflex team, you'll be part of a dynamic and collaborative environment that values innovation, customer satisfaction, and teamwork. Our office is located in Stoughton, MA, with opportunities for remote work and flexible scheduling. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
**Compensation and Perks**
arenaflex offers a competitive salary range of $78,600 - $86,600, depending on experience and qualifications. In addition to a comprehensive benefits package, we offer a range of perks and incentives, including:
* Comprehensive medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and flexible scheduling
* Professional development opportunities and training
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.
Apply Now
**About arenaflex**
arenaflex is a leading provider of advanced communication solutions, and we're proud to be part of the Commonwealth of Massachusetts' efforts to modernize its 911 system. With a strong focus on innovation and customer satisfaction, we're dedicated to delivering cutting-edge technologies that make a real difference in people's lives.
**Job Overview**
As a PSAP Customer Service Liaison, you'll be the primary point of contact between our team and the PSAP workforce, ensuring seamless communication and collaboration. Your expertise will be invaluable in helping us understand the needs and challenges of our PSAP partners, and in developing solutions that meet their evolving requirements.
**Responsibilities**
* Create and maintain a schedule for quarterly (or as needed) service review meetings with PSAPs to ensure timely updates and feedback.
* Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department (S911D) and within arenaflex systems.
* Update PSAP Directory information with S911D and within arenaflex systems (ticketing system, knowledge management system, notification system) to ensure accuracy and consistency.
* Review incident tickets and work orders within the ticketing system to ensure timely updates and responses that maintain a positive customer experience.
* Provide clarification to PSAP Admins as needed on open tickets to ensure prompt resolution.
* Develop and maintain relationships with stakeholders by providing education, guidance, input, and initiatives to support project work.
* Act as an escalation point for Field Team or NSOC requests from PSAP to ensure timely resolution.
* Function as a technical consultant for Move Add Change (MAC) planning between PSAP and State 911 Department to ensure smooth transitions.
* Maintain upcoming NG911 onsite work schedule and conduct weekly meetings with S911D to review MAC/workorder updates.
* Analyze and follow-up as needed for Customer Satisfaction Surveys (CSATS) to identify areas for improvement.
* Perform onsite CSAT surveys with PSAP Personnel to gather feedback and insights.
* Drive improvements within the organization that result in continued enhancements to customer experiences.
* Analyze behavior of PSAP calls to spot anomalies, trends, and identify areas of improvement.
* Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives.
* Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts.
**Essential Qualifications**
* Experience working within a PSAP, preferably in Massachusetts, with a strong understanding of the NG911 system and its applications.
* Strong interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
* Advanced written and verbal communication skills, with the ability to articulate complex technical information in a clear and concise manner.
* Demonstrated ability to coordinate cross-functional work teams toward task completion, with a focus on collaboration and teamwork.
* Understanding of First Responders and their needs, with a commitment to delivering exceptional customer experiences.
* General PC knowledge, including Microsoft Office expert-level knowledge of Excel and working knowledge of Access.
* Technical understanding of NG911 services as they relate to PSAP, with a focus on staying up-to-date with the latest developments and advancements.
**Preferred Qualifications**
* Experience working with NG911 systems and technologies, with a strong understanding of their applications and limitations.
* Familiarity with Massachusetts PSAPs and their specific needs and challenges.
* Strong analytical and problem-solving skills, with the ability to identify areas for improvement and develop solutions.
* Experience with customer satisfaction surveys and feedback mechanisms, with a focus on driving continuous improvement.
**Work Environment and Company Culture**
As a member of the arenaflex team, you'll be part of a dynamic and collaborative environment that values innovation, customer satisfaction, and teamwork. Our office is located in Stoughton, MA, with opportunities for remote work and flexible scheduling. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
**Compensation and Perks**
arenaflex offers a competitive salary range of $78,600 - $86,600, depending on experience and qualifications. In addition to a comprehensive benefits package, we offer a range of perks and incentives, including:
* Comprehensive medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and flexible scheduling
* Professional development opportunities and training
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.
Apply Now