Experienced PSAP Customer Service Liaison – Next Generation 911 System Support and Operations Specialist

Introduction to blithequark and the Industry At blithequark, we are at the forefront of innovation in the telecommunications industry, particularly in the realm of Next Generation 911 systems. Our company has been awarded a significant contract by the Commonwealth of Massachusetts to maintain, monitor, and operate the state-wide Next Generation 911 system, which is the largest of its kind in the United States. This system encompasses over 211 Public Safety Answering Points (PSAPs), more than 800 call handling positions, and utilizes cutting-edge technologies such as geo-diverse data centers and a dual multi-protocol label switching (MPLS) backbone. As a leader in this field, blithequark is committed to providing exceptional service and support to our customers, including the first responder workforce and the operational teams that rely on these critical systems. Job Overview The PSAP Customer Service Liaison position at blithequark is a unique and challenging role that requires a deep understanding of the needs and operations of PSAPs, as well as the technical aspects of Next Generation 911 systems. As a customer advocate within our organization, the successful candidate will serve as the primary point of contact between the first responder workforce and our operational team, ensuring that the needs of our customers are met and that our services are delivered to the highest standards. This role will involve working closely with PSAP personnel, the State 911 Department, and internal stakeholders to provide education, guidance, and support, as well as to identify areas for improvement and implement initiatives to enhance customer experience. Key Responsibilities Create and maintain a schedule for conducting quarterly service review meetings with PSAPs, ensuring that their needs are being met and that any issues are addressed promptly. Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department, ensuring that all relevant information is up-to-date and accurate. Maintain PSAP Directory updates within blithequark systems, including our ticketing system, knowledge management system, and notification system, to ensure that all stakeholders have access to the latest information. Review incident tickets and work orders within the ticketing system to ensure that updates and responses are provided in a timely and effective manner, maintaining a positive customer experience. Provide clarification to PSAP Admins as needed on open tickets, ensuring that any questions or concerns are addressed promptly and efficiently. Develop and maintain relationships with stakeholders by providing education, guidance, input, and initiatives to support project work, ensuring that all parties are informed and aligned. Act as an escalation point for the Field Team or NSOC for requests from PSAP, providing timely and effective support to resolve any issues that may arise. Function as a technical consultant for Move Add Change (MAC) planning between PSAP and the State 911 Department, ensuring that all changes are implemented smoothly and with minimal disruption to services. Maintain the upcoming NG911 onsite work schedule and conduct weekly meetings with the State 911 Department to review MAC/work orders, ensuring that all stakeholders are informed and aligned. Analyze and follow up on Customer Satisfaction Surveys (CSATS) as needed, identifying areas for improvement and implementing initiatives to enhance customer experience. Perform onsite CSAT surveys with PSAP Personnel, gathering feedback and insights to inform service improvements. Drive improvements within the organization that will result in continued improvements to customer experiences, identifying areas for process enhancements and implementing changes as needed. Analyze the behavior of a PSAP's calls to spot anomalies, trends, and identify areas of improvement, using data and insights to inform service enhancements. Engage with internal and external clients and personnel to ensure coordination and collaboration on issue resolution and planning initiatives, fostering a culture of teamwork and cooperation. Participate in Change Control Board (CCB) meetings to represent PSAP and identify any impacts, ensuring that all stakeholders are informed and aligned. Essential and Preferred Qualifications To be successful in this role, the ideal candidate will have experience working within a PSAP, preferably in Massachusetts, and a strong understanding of the needs and operations of these critical facilities. Advanced written and verbal communication skills are essential, as is the ability to coordinate cross-functional work teams toward task completion. A demonstrated ability to work with First Responders and an understanding of their needs and challenges is also critical. From a technical perspective, the successful candidate will have a general knowledge of PC systems, including Microsoft Office, with expert-level knowledge of Excel and a working knowledge of Access. A technical understanding of NG911 services as they relate to PSAP is also required. Skills and Competencies Strong interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels. Advanced written and verbal communication skills, with the ability to communicate complex technical information in a clear and concise manner. Demonstrated ability to coordinate cross-functional work teams toward task completion, with a strong focus on collaboration and teamwork. Understanding of First Responders and their needs, with a strong commitment to providing exceptional service and support. General PC knowledge, including Microsoft Office, with expert-level knowledge of Excel and a working knowledge of Access. Technical understanding of NG911 services as they relate to PSAP, with a strong commitment to staying up-to-date with the latest technologies and trends. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for training, education, and career advancement. As a PSAP Customer Service Liaison, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional service and support to our customers. You will also have access to a range of training and development programs, including technical training, leadership development, and soft skills training, to help you achieve your career goals. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture, which values diversity, equity, and inclusion. We believe in fostering a culture of teamwork and cooperation, where all employees feel valued, respected, and empowered to contribute their best work. Our work environment is dynamic and fast-paced, with a strong focus on innovation, creativity, and collaboration. We offer a range of perks and benefits, including flexible working arrangements, professional development opportunities, and a comprehensive compensation package. Compensation, Perks, and Benefits The salary range for this role is $78,600 - $86,600, depending on experience and qualifications. In addition to a competitive salary, we offer a range of perks and benefits, including flexible working arrangements, professional development opportunities, and a comprehensive compensation package. We also offer a range of health and wellness programs, including medical, dental, and vision insurance, as well as a 401(k) retirement savings plan and paid time off. Conclusion If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the PSAP Customer Service Liaison position at blithequark. As a leader in the telecommunications industry, we offer a unique and dynamic work environment, with opportunities for growth, development, and career advancement. Our commitment to diversity, equity, and inclusion, as well as our focus on innovation, creativity, and collaboration, make us an employer of choice for talented professionals who are passionate about delivering exceptional service and support to our customers. Apply today to join our team and take the first step towards a rewarding and challenging career with blithequark.