PSAP Customer Service Liason

Job Title: PSAP Customer Service Liason Department: Terrestrial & Wireless, Engineering & Operations Reports To: Manager, Programs Salary: $78,600 - $86,600 Location: Stoughton, MA (Remote) Purpose: The Commonwealth of Massachusetts, through the State 911 Department, has awarded NextGen Communications, Inc. (“Comtech”) the contract (Contract # BD-23-1044-EPS90-1044E-84666) to maintain, monitor and operate the existing state-wide Next Generation 911 system in Massachusetts. Massachusetts has the largest NENA i3 end-to-end fully integrated NGCS, ESInet, logging and recording and hosted call handling system in the United States. It includes 211+ PSAPs, 800+ call handling positions, three geo-diverse data centers, a dual multi-protocol label switching (MPLS) backbone. The contract is five (5) years beginning August 1, 2024, with an option period of five (5) years totaling ten (10) years total. The contract requires a PSAP Customer Service Liaison to support the S911 customer, the PSAP Personnel and the Comtech team. Job Overview: The PSAP Customer Service Liaison is the interpreter between the first responder workforce and the operational team that supports the Next Generation 911 system and all its ever-evolving technologies. Employee shall reside in Massachusetts and be a customer advocate within the Comtech organization. Direct experience working within a PSAP (Massachusetts PSAP is preferred) as is some level of technical knowledge on NG911 services. This job will require 25%-50-% travel within the Commonwealth of Massachusetts. Employee will need to provide their own vehicle and all mileage can be expensed to Comtech. Some duties may be required after standard business hours. Responsibilities:

• Create and maintain a schedule and conduct service review meetings with PSAPs quarterly (or as needed)
• Define designated list of PSAPs to maintain connections to with the State 911 Department (‘S911D’)
• Maintain PSAP Directory updates with S911D and within Comtech systems (ticketing system, knowledge management system, notification system)
• Review of incident tickets and work orders within the ticketing system to ensure appropriate updates/responses to maintain positive customer experience
• Provide clarification to PSAP Admins as needed on open tickets
• 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 for requests from PSAP
• Function as technical consultant for Move Add Change (“MAC”) planning between PSAP and State 911 Department
• Maintain upcoming NG911 onsite work schedule & conduct weekly meetings with S911D to review (MAC/workorder etc.)
• Analysis and follow-up as needed for Customer Satisfaction Surveys (“CSATS”)
• Perform onsite CSAT surveys with PSAP Personnel
• Drive improvements within organization that will result in continued improvements to customer experiences
• Analyze behavior of a PSAPs 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

Skills/Qualifications:

• Experience working within a PSAP preferably in Massachusetts
• Strong interpersonal skills
• Advanced written and verbal communication skills are a must
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Understanding of First Responders
• General PC knowledge including Microsoft Office expert level knowledge of Excel, working knowledge of Access
• Technical understanding of NG911 services as they relate to PSAP

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law. Apply tot his job Apply To this Job