Telecommunications Support Specialist

Pay Rate: $32.5/hour

• Providing on-demand phone support through the call center to address immediate technical inquiries and issues from end users.

• Accurately recording time spent on tasks within the Service Desk platform to ensure efficient tracking and resolution of support tickets.

• Utilizing Intervals for recording time spent on various tasks and projects, maintaining detailed records of work activities.

• Resolving telecommunications issues or problems promptly to ensure uninterrupted connectivity and functionality.

• Initiating communication with vendors, including internet carriers and bulk TV providers, to address technical issues and coordinate service provision.

• Participating in acquisitions and dispositions of communities in person, involving travel as necessary to provide on-site technical support and facilitate smooth transitions.

• Adhering to predefined Service Level Agreement (SLA) agreements to ensure timely resolution of daily tickets and maintain customer satisfaction.

• Conducting follow-up with end users to ensure their satisfaction with the resolution of technical issues.

• Collaborating with various teams to restore service, identify and resolve issues, and document all resolutions effectively.

• Supporting and maintaining systems, including account and user management for various web-based tools.

• Undertaking IT project and task-related functions, which may include data entry and hardware swap-outs.

• Documenting system changes and escalating any significant changes to Tier 3 for approval.

• Consulting with end users to determine system needs or requirements before initiating hardware swaps post-troubleshooting.

• Assisting new employees with first-time login procedures and addressing day-one-related questions.

• Providing support for mobile devices and phones, as well as for phone systems and wireline voice services, internet/data circuits, and networking-related issues impacting calling or internet/WiFi performance or outages.

• Working alongside the Telecommunications Manager and IT Project Manager on telecommunications-related project needs to include vendor/carrier coordination/management, equipment ordering, and other tasks as needed.

• Performing any other duties as assigned to meet the needs of the organization.