Experienced PSAP Customer Service Liaison – Massachusetts Next Generation 911 System Support

At arenaflex, we are committed to delivering exceptional customer service and support to our clients, particularly in the critical field of public safety. As a leading provider of Next Generation 911 (NG911) system maintenance, monitoring, and operation, we are seeking an experienced PSAP Customer Service Liaison to join our team. This role requires a unique blend of technical knowledge, interpersonal skills, and customer advocacy to ensure seamless communication between first responders, PSAP personnel, and our operational team.

About arenaflex

arenaflex is a leading provider of advanced communication solutions, including Next Generation 911 systems. Our team of experts is dedicated to delivering innovative, reliable, and secure communication systems that meet the evolving needs of public safety agencies. With a strong commitment to customer service and support, we strive to build long-term relationships with our clients and partners.

Job Overview

As a PSAP Customer Service Liaison, you will serve as the primary point of contact between our operational team and the first responder workforce, ensuring that our clients receive exceptional support and service. This role requires a deep understanding of NG911 services, technical knowledge, and strong interpersonal skills to build and maintain relationships with PSAP personnel, stakeholders, and internal teams.

Responsibilities

* Create and maintain a schedule for quarterly (or as needed) service review meetings with PSAPs to ensure timely and effective communication.

• Develop and maintain a designated list of PSAPs to maintain connections with the State 911 Department (S911D) and ensure accurate updates within Comtech systems.
• Review incident tickets and work orders within the ticketing system to ensure timely updates and responses, maintaining a positive customer experience.
• Provide clarification to PSAP Admins as needed on open tickets, ensuring prompt resolution and customer satisfaction.
• 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, ensuring prompt attention and resolution.
• Function as a technical consultant for Move Add Change (MAC) planning between PSAP and State 911 Department, ensuring seamless integration and minimal disruption.
• 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), identifying areas for improvement and implementing changes to enhance customer experiences.
• Perform onsite CSAT surveys with PSAP Personnel, gathering feedback and insights to drive improvements.
• Drive improvements within the organization to result in continued enhancements to customer experiences, analyzing behavior of PSAP calls to spot anomalies, trends, and areas for 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, ensuring seamless integration and minimal disruption.

Skills and Qualifications

* Experience working within a PSAP, preferably in Massachusetts, with a deep understanding of NG911 services and technical knowledge.

• Strong interpersonal skills, with the ability to build and maintain relationships with PSAP personnel, stakeholders, and internal teams.
• 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, ensuring timely and effective communication.
• Understanding of First Responders and their needs, with a commitment to delivering exceptional customer service and support.
• 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 the ability to analyze and troubleshoot complex technical issues.

Work Environment and Culture

arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our team is dedicated to delivering exceptional customer service and support, and we strive to build long-term relationships with our clients and partners. As a PSAP Customer Service Liaison, you will have the opportunity to work with a talented team of experts, collaborate with internal and external stakeholders, and contribute to the development of innovative solutions that meet the evolving needs of public safety agencies.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to investing in the growth and development of our employees, providing opportunities for professional growth, training, and education. As a PSAP Customer Service Liaison, you will have access to:

• Ongoing training and education on NG911 services, technical knowledge, and customer service best practices.
• Opportunities for professional growth and advancement within the organization.
• Collaboration with internal and external stakeholders to develop innovative solutions and drive improvements.
• Access to cutting-edge technology and tools to support your work.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary range: $78,600 - $86,600
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional growth and advancement.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job