Enterprise Account Support Specialist

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.The Enterprise Account Support Specialist role requires a strong foundation of knowledge and experience, particularly in customer service and administrative support functions, complemented by exceptional character and professionalism. The ideal candidate demonstrates a natural alignment with the company's core values of Honest, Local, Exceptional, and Hassle-Free, applying them consistently in daily interactions and decision-making.The Enterprise Account Support Specialist plays a key role in supporting enterprise customers through successful service installations and ongoing account management.This position works closely with cross-functional teams-including Field Services, Sales Engineering, Sales, Voice Engineering, NTAC, Cloud Voice, and third-party partners-to ensure a seamless and consistent customer experience.The role requires strong relationship-building skills, adaptability, and a customer-first mindset. Responsibilities include coordinating new service activations, managing a portfolio of high-touch enterprise accounts, resolving service issues, and communicating insights clearly to both customers and internal stakeholders. Success in this role is driven by attention to detail, effective communication, initiative, and a commitment to delivering exceptional service throughout the customer journey.EducationHigh school diploma or equivalent requiredPost-secondary education strongly preferredExperiencePrior customer service experience requiredTelecommunications, networking, or related technical experience preferredSkills, Knowledge & AbilitiesStrong commitment to delivering exceptional, customer-centric serviceExcellent verbal and written communication skills with the ability to engage both technical and non-technical audiencesProficiency in Microsoft Office applicationsStrong organizational, prioritization, and time management skillsResults-oriented with the ability to manage multiple projects and competing priorities simultaneouslyAbility to quickly learn new concepts and apply logical problem-solving approachesSelf-directed with the ability to clearly document and communicate informationAbility to remain professional, approachable, and composed in a fast-paced environmentDemonstrated ability to challenge existing processes with a mindset of continuous improvementStrong analytical and troubleshooting skills with a desire to resolve issues thoroughly, independently, and collaborativelyAdaptability and resilience in an environment of ongoing change, while maintaining a positive demeanor with customers and teammatesAdditional Technical & Operational RequirementsStrong focus on data integrity and accurate documentationAbility to open, track, and manage trouble tickets and service orders end-to-end, ensuring thorough documentation and timely resolution or escalationExperience or exposure to porting and provisioning processesFamiliarity with technical tools and environments such as billing systems, command line interfaces, Putty, Hosted orders, ICB deployments, Jumpbox, Accedian, Cacti, and alarm monitoring tools preferredAbility to perform in-lab provisioning and opportunity to shadow or assist with on-site installations as neededPhysical & Travel RequirementsAbility to operate a computer and standard office equipmentAbility to remain stationary for extended periodsAbility to clearly communicate information verbally and in writingValid driver's license requiredUp to 10% travel may be requiredAdditional ExpectationsTimely and professional responsiveness via email, Microsoft Teams, and internal communication channelsAvailability during scheduled shifts via phone, email, and Teams to support troubleshooting, testing, changes, add-ons, and disconnectsWillingness to continuously learn, grow skills, and increase technical knowledgeAbility to complete work assignments as directed by Team Supervisors and ExecutivesUnderstanding that responsibilities may evolve to best support Enterprise Business customersPeople are our passion. At ALLO, we don't treat you like a number. You're a human being.Get ready to plug into the perks at ALLO:Free internet? You bet. Plus, awesome discounts on other ALLO services.Retirement Plan: The fiber future isn't the only one we care about. We match your 401(k) savings up to 5%.Health and Wellness: Participate in quarterly wellness challenges, and we'll deposit extra cash into your checking or health savings accounts.Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.Tuition Assistance: Have a thirst for knowledge? We like that, which is why we're proud to offer assistance with the cost of your tuition.ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com.