www.neonova.net

Enhanced Communication

Join our Team

HomeAbout NeoNovaJoin our Team

Share Your Talent, Drive, Leadership, and Teamwork for Success!

We’re the industry leader in managed IP services and we’re looking for individual leaders to share in our success.

Contribute your talent, drive and teamwork to enable our vision – to provide best-in-class IP Services and a breakthrough customer experience. We enjoy cultural diversity and a rich and talented workforce. In fact, NeoNova is an equal opportunity employer committed to diversity in the workplace. A career at NeoNova means developing products and services for the most forward-thinking companies in the communications industry.

What We Offer

NeoNova offers competitive salaries and a comprehensive benefits package to all of our employees. Below are some of the benefits you will enjoy:

  • Medical
  • Dental
  • Life Insurance
  • 401k with Employer Matching Contributions
  • Paid Time Off, Paid Holidays
  • Free snacks and Wednesday employee-choice breakfasts!

We are looking for talented individuals to fill the following positions (click on link to review position):

Technical and Support

Sales and Marketing

The Customer Advocate

The Customer Advocate serves as Neonova’s internal champion for our broadband provider customers, and is responsible for ensuring each customer’s overall

satisfaction. This includes developing strong relationships with key contacts, coordinating day to day support, performing periodic service reviews, and renewing

service contracts. This based in Morrisville, NC, but some travel may be required (5-10%).

Responsibilities:

Work with current affiliates by answering support, product and service questions; suggesting information about other products and services.

  • Maintains affiliate records and documents all affiliate interactions in the NNS CRM Tool.
  • Resolves product or service issues by clarifying the affiliates complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommends potential products or services to management by collecting customer information and analyzing affiliate needs.
  • Responsible for managing the affiliate contract renewal process.
  • Prepares product or service reports by collecting and analyzing customer information. This information will be used to help affiliate improve utilization of NNS tools, and to increase their revenue by driving up sell opportunities of their ISP related products.
  • Contributes to team effort by accomplishing related results as needed.
  • Active project management role in coordinating internal and external team on affiliate projects
  • Understand various aspects of the telecommunications industry and be able to operate in technologies such as Cable, Telco, VoIP, Wireless, and SMB.
  • Lead web-based presentations and information sessions, via WebEx or other tool, for affiliates regarding services and technologies delivered by NeoNova and its strategic partners.
  • Build strong business relationships based upon trust and providing value to the affiliate and ensure affiliate happiness through the life of the contract.
  • Be continuously engaged in learning about new developments and trends in the broadband industry.

Skills/Qualifications:

  • Internet savvy, technically curious, fun!
  • Ability to multi-task various projects and request in timely manner
  • Bachelor’s Degree is recommended, but not required 3-4 years sales experience in a telecommunications or technical sales
  • position, preferably in a B2B environment
  • 3-4 years customer service experience in a telecommunications of technical sales position.
  • 2-3 years experience utilizing a CRM tool, such as SalesForce, Goldmine or SugarCRM
  • Excellent written and verbal communication skills
  • Proficiency in web applications for word processing, spreadsheet and presentation development; knowledge of Gmail and GoogleApps is a plus

This position reports to the Director, Customer Advocacy. For consideration, please submit your resume and cover letter to Curtis Strole at curtis@neonova.net. Include in your cover letter your salary history and requirements and why you are a good fit for NeoNova. No calls please.

TECHNICIAN, CLOUD SERVICES

NeoNova is looking for a Technician, Cloud Services to conduct and support cloud computing deployments. The ideal candidate should have advanced level knowledge of Microsoft and Mac operating systems. The individual will be an expert at deploying, administering, monitoring and troubleshooting a number of cloud computing solutions including Google Apps. This includes the ability to perform complex troubleshooting diagnostics, research, evaluation and documentation duties on hardware, software, operating systems and network problems for administrators and end users.

The candidate is expected to install and repair necessary software/operating systems at the server and desktop level; participate in the implementation and design of cloud computing environments; and support helpdesk requests for assistance. The candidate will also be responsible for troubleshooting endpoints and mobile devices.

The candidate is expected to use internal NeoNova systems to document all requests, solutions and time accounting.

The candidate must be available to be on call and willing to travel. The candidate is also expected to have experience working in a collaborative, team-based environment and be detailed oriented.

Responsibilities:

  • Two (3+) years of proficient support experience in the Information Technology field with specific emphasis on Microsoft software infrastructure and mobile devices
  • Experience deploying and supporting Cloud Computing and SaaS solutions
  • In-depth knowledge of Microsoft Windows and Windows Server
  • In-depth knowledge of Mac OS X
  • In-depth knowledge of Microsoft Exchange
  • In-depth knowledge of Microsoft Outlook
  • In-depth knowledge of Microsoft Office
  • In-depth knowledge of Blackberry, iPhone, Android and Windows mobile devices
  • In-depth knowledge of Gmail and Google Apps
  • In-depth knowledge of DNS systems
  • In-depth knowledge of File sharing systems
  • Expert troubleshooting abilities
  • Excellent verbal and written communication skills

Qualifications:

  • Degree in Computer Information Systems or a related field from an accredited institution
  • Technology specific certifications are a plus
  • Pass Google Apps Certified Deployment Specialist exam within 90 days

This position reports to the Manager, Cloud Services. For consideration, please submit your resume and cover letter to Andy Carroll at acarroll@neonova.net. Include in your cover letter your salary history and requirements and why you are a good fit for NeoNova. No calls please.

Cloud Services Support Agent 1st and 2nd Shift

NeoNova is growing, and we have launched a new team to provide support for our quickly expanding customer base! We are one of the fastest growing reseller of Google Apps, and we’re looking for a few bright, hard working people who are passionate about Google and customer support!

In this role, you will help customers by responding to their requests via chat, email and phone. Customers may ask for training, applications config help, general product questions, as well as technical troubleshooting. Successful agents will use soft skills, problem-solving skills, organization skills, and attention to detail in order to provide the caller with the best experience possible. Candidate needs to be familiar with data collection and reporting

ATTENTION (for those up to the adventure): This is a relatively new position, so flexibility will be a key to success! This means that our training will not be completely structured, and we’ll figure some things out on the fly. This is a great opportunity for you to come in and help define the future direction & culture of the team though (i.e. help with documentation, make suggestions on process flow, etc).

There are a number of requirements (see below), but the most important is that you MUST be a Google Apps ninja (or at least be willing to become one). Seriously, you must have extensive experience using Google Apps to succeed in this role.

Overview:

This is a new position in a brand new team. We anticipate that the following will be part of your role; but expect changes! We expect you to be an active and contributing force in the development of your responsibilities and daily work flow.

  • Fanatical customer care
  • Conscious pursuit of perfection
  • Team player
  • Assist callers with configuring third party applications to integrate with cloud services (Outlook, Android OS, iPhone etc.)
  • Assist clients through telephone/email/chat only remote troubleshooting when required
  • Authenticate callers in adherence with NeoNova privacy and security policies
  • Categorize and prioritize incidents and service requests
  • Network and System Error event handling
  • Coordinate incident resolution and service request completion with various work groups
  • Effectively document calls using provided incident management tools and technologies
  • Engage clients using customer service and soft skills to bring issues to a timely resolution
  • Monitor and update existing active incidents in the incident management system
  • Provide internal and external communication of incidents status, engaging both customers as well as next level support when required
  • Use provided remote access tools to assist clients when appropriate

REQUIREMENTS:

  • Adherence to company policies and procedures
  • Customer Service Experience in a fast paced environment
  • Established experience with troubleshooting technical issues
  • Familiarity with Google Apps [Mail, Calendar, Drive (Docs), Sites, Contacts, Google+]
  • Self motivated, hardworking & fun!
  • Strong oral and written communication skills (45 words per minute minimum)
  • Must be able to type and talk at the same time!

This is a great opportunity for the right candidates to get their feet in the door and excel in a professionally rewarding yet challenging environment!

Bonus points will be given to candidates that send their resume as a link to a Google Doc!

To apply: click here

Cloud Services Support Agent / NOC – 3rd Shift

NeoNova is growing, and we are launching a new team to provide support for our quickly expanding customer base! We are one of the fastest growing reseller of Google Apps, and we’re looking for a few bright, hard working people who love Google and have a passion customer support!

In this role, you will help customers by responding to their requests via chat, email and phone. Customers may ask for training, applications config help, general product questions, as well as technical troubleshooting. Successful agents will use soft skills, problem-solving skills, organization skills, and attention to detail in order to provide the caller with the best experience possible.

WARNING: This is a relatively new position, so we’re still working out some of the details! This means that our training will not be completely structured, and we’ll figure some things out on the fly. This is a great opportunity for you to come in and help define the future direction & culture of the team though (i.e. help with documentation, make suggestions on process flow, etc).

There are a number of requirements (see below), but the most important is that you MUST be a Google Apps ninja (or at least be willing to become one). Seriously, you must have extensive experience using Google Apps to succeed in this role.

Overview:

This is a new position in a brand new team. We anticipate that the following will be part of your role; but expect changes! We expect you to be an active and contributing force in the development of your responsibilities and daily work flow.

  • Ability to work 3rd shift (overnight hours)
  • Assist callers with configuring third party applications to integrate with cloud services (Outlook, Android OS, iPhone etc.)
  • Assist clients through telephone/voice only remote troubleshooting when required
  • Authenticate callers in adherence with NeoNova privacy and security policies
  • Categorize and prioritize incidents and service requests
  • Coordinate incident resolution and service request completion with various work groups
  • Effectively document calls using provided incident management tools and technologies
  • Engage clients using customer service and soft skills to bring issues to a timely resolution
  • Monitor and update existing active incidents in the incident management system
  • Provide internal and external communication of incidents status, engaging both customers as well as next level support when required
  • Use provided remote access tools to assist clients when appropriate

REQUIREMENTS:

  • Adherence to company policies and procedures
  • Customer Service Experience in a fast paced environment
  • Established experience with troubleshooting technical issues
  • Familiarity with Google Apps [Mail, Calendar, Drive (Docs), Sites, Contacts, Google+]
  • Experience with Linux, basic network support and monitoring is a plus.
  • Self motivated, hardworking & fun!
  • Strong oral and written communication skills

This is a great opportunity for the right candidates to get their feet in the door and excel in a professionally rewarding yet challenging environment!

Bonus points will be given to candidates that send their resume as a link to a Google Doc!

To apply: click here

MANAGER, SMB CHANNELS

The Channel Manager is the operational head of the local market. The position equires a high level of autonomy and for the successful candidate to take an ownership perspective. A successful Channel Manager will reside in the community and be tied in to local government, businesses and/or civic and economic development organizations . The Channel Manager must serve as an integral part of the local community while promoting NeoNova as the best solution for managed services to the community’s value added resellers, interconnects and other target organizations.

The Channel Manager must focus on developing “customers for life” who will in turn become advocates for the company as NeoNova fulfills our promise of reliable services delivered in a cost effective fashion. As the Channel Manager advocates for NeoNova within the community, he/she must also be an effective advocate for his/her area at the corporate level to insure that market receives adequate resources.

Qualities:

  • Solid work ethic
  • Self motivated
  • Integrity
  • Commitment to local community development

Responsibilities:

  • Manage day to day operations of NeoNova Network Services in a defined set of cities and towns
  • Manage sales and marketing activities in the defined area including the sourcing and development of appropriate agents/dealers
  • Profit and Loss responsibility for the defined area
  • Manage customer cost of acquisition to within company defined standard
  • Manage churn to below corporate expectations
  • Be “the face of NeNova”, championing the company as a key player in the development of the local community
  • Constant customer contact within the area is a key requirement
  • Ability to foster teamwork and resolve conflict, both internally and in customer situations
  • Extensive local travel within the local radius (up to 60 miles)

Experience:

  • 5 years in a sales or customer service management capacity. Preferable to have advanced from sales to sales/service management
  • Telecommunications experience desired
  • Prior P&L management experience desired

Educational Requirements

  • Degree from a traditional or technical college

This position reports to the Director of SMB Channels. For consideration, please submit your resume and cover letter to Vin Garofano at vgarofano@neonova.net. Include in your cover letter your salary history and requirements and why you are a good fit for NeoNova. No calls please.

REGIONAL SALES MANAGER

The Regional Sales Manager (RSM) will report to the Vice President of Sales and is responsible for selling to the Tier 3 Rural Telco Broadband providers. Candidates must have a high degree of knowledge of the service provider marketplace including knowledge of the customers, their business models, technology and competitors. Additionally, The RSM will be responsible for developing and closing sales that meet the financial goals of the company. Successful execution of the position will be measured by meeting or exceeding an assigned quota. The candidate can be located in any part of the country.

Primary Responsibilities:

  • Develop and grow the affiliate base in the assigned geographical territory
  • Develop a pipeline that provides for the achievement of the assigned revenue goal
  • Forecast accurately the business expected on a quarterly and rolling 12 month basis
  • Accurately portray the business progress and opportunities in the territory
  • On an ongoing basis accurately and responsively maintain the CRM system
  • Attend state association shows to develop leads, generate new business and support existing affiliates

Qualifications:

  • Proven track record of meeting and exceeding revenue objectives
  • 5+ years of selling to service providers, particularly the rural telco service provider
  • Knowledge of IP networking, IT and security
  • Ability to communicate and work effectively with internal departments
  • Excellent verbal and written communication skills
  • Must be able to travel 75-80% of the time

For consideration for this position, please submit your resume and cover letter to Chris Benyo at cbenyo@neonova.net. Include in your cover letter your salary history and requirements and why you are a good fit for NeoNova. No calls please.