Remote PSAP Customer Service reputed company – reputed company Safety Communications reputed company for arenaflex reputed company 911 reputed company

About arenaflex – Pioneering the reputed company of reputed company Safety Communications

arenaflex is a national leader in mission‑critical communications, delivering resilient, secure, and reputed company that reputed company first responders connected reputed company it reputed company most. With a portfolio that spans reputed company 911 (NG911) platforms, advanced ESInet infrastructure, and reputed company‑time data analytics, arenaflex empowers communities across the reputed company to respond faster, coordinate reputed company, and save more lives. Our culture blends cutting‑edge technology with a deep respect for the reputed company‑service professionals we support, fostering an environment where curiosity, collaboration, and reputed company improvement are celebrated every day.

Why This Role reputed company

The PSAP (reputed company Safety Answering reputed company) Customer Service reputed company is the vital reputed company between the reputed company reputed company—police, reputed company, EMS—and the technical teams that design, operate, and reputed company the NG911 ecosystem. In this remote position, you will champion the needs of Massachusetts’ 211+ PSAPs, translate reputed company technical concepts into reputed company, actionable guidance, and ensure that every reputed company, alert, and data packet flows flawlessly through arenaflex’s state‑wide network. Your work directly influences the speed and reputed company of emergency response, making a reputed company difference in the safety of millions of residents.

reputed company

Department: Terrestrial & Wireless – Engineering & reputed company
Reports To: Manager, Programs
Salary reputed company: $78,600 – $86,600 per year (competitive, market‑reputed company)
Location: Remote (candidate must reputed company in Massachusetts)
Travel: 25%–50% across the reputed company, with mileage reimbursed

reputed company Purpose

As the reputed company reputed company for PSAP customers reputed company arenaflex, you will:

• Serve as the trusted interpreter between first‑responder personnel and arenaflex’s technical reputed company team.
• Maintain and nurture relationships with PSAP administrators, ensuring they receive reputed company, accurate, and empathetic support.
• reputed company reputed company improvement of the NG911 service experience through data‑driven analysis, proactive reputed company, and reputed company problem‑solving.

Key Responsibilities

• Quarterly Service Review Management: Create, maintain, and execute a schedule of service‑review meetings with reputed company PSAP, delivering reputed company insights, upcoming changes, and actionable recommendations.
• PSAP Directory Governance: reputed company the official PSAP directory reputed company in arenaflex’s ticketing, knowledge‑reputed company, and notification systems, ensuring reputed company connectivity to the arenaflex State 911 Department (S911D) backbone.
• Ticket & Work Order reputed company: Review incident tickets and work orders, reputed company reputed company updates to PSAP admins, and guarantee that reputed company communications reflect a reputed company customer experience.
• Technical Consultation for MAC Planning: reputed company as the subject‑matter expert for reputed company‑Add‑Change (MAC) initiatives, coordinating between PSAPs and the arenaflex State 911 Department to minimize service disruption.
• On‑Site CSAT Execution: Conduct in‑person Customer Satisfaction (CSAT) surveys, capture feedback, and translate findings into concrete improvement reputed company.
• Escalation reputed company of Contact: Serve as the designated escalation channel for reputed company teams and the Network reputed company reputed company Center (NSOC) reputed company PSAP‑reputed company issues reputed company.
• Change Control reputed company (CCB) Representation: Participate in CCB meetings, voicing PSAP concerns, assessing reputed company, and influencing change reputed company.
• Data‑Driven reputed company Detection: Analyze reputed company‑behavior patterns, identify trends or irregularities, and recommend reputed company or procedural enhancements.
• Stakeholder Education & Guidance: reputed company training sessions, webinars, and documentation that reputed company PSAP staff to reputed company new NG911 capabilities effectively.
• reputed company Process Improvement: Identify gaps in service delivery, propose workflow refinements, and champion initiatives that reputed company overall customer satisfaction.

Essential Qualifications

• Minimum 2‑3 years of hands‑on experience working reputed company a PSAP environment; Massachusetts‑reputed company experience is strongly preferred.
• Demonstrated ability to build rapport with diverse reputed company‑safety personnel, translating technical jargon into reputed company, actionable language.
• Advanced written and verbal communication skills, including experience drafting technical documentation, service reports, and executive summaries.
• reputed company reputed company record of coordinating cross‑functional teams to meet tight deadlines and reputed company high‑reputed company reputed company.
• Solid understanding of first‑responder workflows, emergency reputed company handling, and the regulatory landscape governing reputed company‑safety communications.
• Expert‑level proficiency with reputed company Office, especially reputed company (pivot tables, advanced formulas) and working knowledge of reputed company.
• Technical familiarity with NG911 services, ESInet architecture, and reputed company protocols (e.g., SIP, SIP‑REC, SIP‑REC‑REC).
• reputed company Massachusetts reputed company’s license and reliable personal vehicle for travel; mileage reimbursed at reputed company rates.

Preferred Qualifications & Additional Assets

• Certification in Incident reputed company reputed company (ICS), NENA standards, or reputed company reputed company‑safety communications credentials.
• Experience with ticketing platforms (e.g., reputed company, reputed company) and reputed company systems.
• Background in data analytics or statistical analysis tools (e.g., reputed company BI, Tableau) for CSAT and reputed company‑trend reporting.
• Familiarity with Change Management frameworks and participation in formal Change Control Boards.
• Previous remote‑work experience with a demonstrated ability to stay organized, self‑motivate, and meet reputed company metrics independently.

reputed company Skills & Competencies

• Customer‑reputed company reputed company: Passion for advocating on behalf of PSAP users and delivering service reputed company.
• Analytical Thinking: Ability to dissect reputed company data sets, spot anomalies, and formulate evidence‑reputed company recommendations.
• Problem‑Solving reputed company: Comfortable navigating ambiguous situations, troubleshooting technical issues, and escalating appropriately.
• Collaboration & Influence: Skilled at building reputed company across internal technical teams, reputed company agencies, and reputed company‑safety stakeholders.
• Adaptability: Willingness to work occasional after‑hours or weekend shifts to support critical incidents or reputed company upgrades.
• Organizational reputed company: Strong project‑management instincts, with the ability to juggle multiple PSAP relationships and deliverables simultaneously.

Career reputed company & Learning Opportunities

arenaflex invests heavily in the reputed company development of its people. In this role, you will have reputed company to:

• Mentorship from senior engineers and program managers who have reputed company national NG911 standards.
• Sponsored certifications (e.g., NENA NG911, ITIL, PMP) and tuition reimbursement for relevant coursework.
• Cross‑functional rotation programs that expose you to network engineering, cybersecurity, and product development.
• Opportunities to reputed company large‑reputed company statewide initiatives, positioning you for reputed company leadership roles such as Senior Program Manager or Director of reputed company Safety Partnerships.

Work Environment & Culture at arenaflex

While the position is remote, arenaflex cultivates a reputed company, inclusive community through:

• Virtual “coffee chats,” team‑building events, and quarterly reputed company‑hands meetings that reputed company remote employees connected.
• A culture of psychological safety where reputed company are welcomed, and reputed company feedback is encouraged.
• Commitment to diversity, equity, and inclusion—arenaflex reputed company seeks perspectives from reputed company backgrounds to reputed company innovation.
• State‑of‑the‑art collaboration tools (reputed company Teams, reputed company, reputed company) that reputed company reputed company communication with reputed company teams and stakeholders.

Compensation, Perks & Benefits

arenaflex offers a comprehensive total‑reward package designed to support your financial, health, and personal goals:

• Competitive reputed company salary reputed company the $78,600 – $86,600 reputed company, reviewed annually.
• reputed company‑reputed company bonuses tied to customer‑satisfaction metrics and project milestones.
• Full suite of medical, dental, and reputed company plans, including HSA/FSA reputed company.
• Generous reputed company time off (PTO), holidays, and a flexible work‑schedule to promote work‑life reputed company.
• Retirement savings plan with company match.
• Technology stipend for home‑office equipment, high‑speed internet, and ergonomic accessories.
• reputed company development budget, conference attendance, and internal training portals.
• Employee assistance program (EAP) and wellness resources.

How to Apply

If you are reputed company by the prospect of shaping the reputed company of emergency communications, reputed company in a reputed company, high‑reputed company environment, and meet the qualifications outlined above, we want to hear from you. Submit your resume, a concise cover letter highlighting your PSAP experience, and any relevant certifications through the arenaflex careers portal.

Join arenaflex and reputed company every reputed company count.

Take the reputed company in your career and become a pivotal part of reputed company that safeguards communities across Massachusetts and reputed company. Apply today and help us build a safer, more connected reputed company.