Channels Administrator

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

General Summary of Position:

The Channels Administrator is a key member of the Channels team. The CA will work closely with Granite's Channel Partners and all Granite departments, most particularly in delivering efficiency and effectiveness in pricing new opportunities, order status tracking, customer service, portal training and billing processes.

Duties and Responsibilities:

Agent Support:

• Involvement with Regional Channel Managers/Relationship Development Managers in all process and procedural tasks
• Onboarding New Agents
• Oversight of SF Record Creation; GRT_10 Request Onboarding /Agent Training
• Escalation of install/repair issues on behalf of agents/customers
• Address Commission inquiries in Tandem with Channels Commissions

Order Processing:

• Respond to agent inquiries on service and pricing (quotes, CSRs, etc.) In some instances, process orders for unassigned existing customers
• Engage with partner/Regional Channel Manager/Relationship Development Manager to ensure accuracy of order
• Work with Client Services/Provisioning to ensure completion of all orders entered Manage communication of order status to agent partners

Account Management:

• Facilitate and monitor MAC orders
• Facilitate response to billing inquiries
• Work with Customer Service and Repair on completion of service tickets Interface with agent partners and Client Services
• Act as point of contact for non-Client Services customers

Required Qualifications:

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  Preferred candidates will have a Bachelor's degree and relevant experience, including telecom or customer service. Excellent verbal/written communication, problem solving, analytical and troubleshooting skills are essential. Must be comfortable fielding inbound calls from Granite partners and customers, as well as chairing conference calls. Proficiency with Microsoft Outlook and Excel required. Knowledge of Salesforce.com is helpful.

  
  

Preferred Qualifications:

• 1 Year of telecom and/ or customer service experience preferred.

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