Telecom Services Specialist

The Walt Disney Company•Vista, FL

3d•Onsite

About The Position

Enterprise Technology - Telecom Operations Services is seeking an individual who can identify, understand, and communicate client technical needs and requirements. This person will engage and collaborate with all lines of business and manage multiple competing priorities. The candidate should be forward-thinking, solution-oriented, and bring a positive attitude to the role. This position is on-site and reports to Manager, Telecom Services.

Requirements

3+ years of customer service experience
Demonstrated problem-solving skills and continuous process improvement skills
Ability to adapt quickly, adjust to changes in business needs, work independently, take ownership, and work in a flexible team environment
Experience in customer service, project management, and telecommunications
Able to take initiative and manage multiple projects simultaneously
Proficient in MS Office Suite programs such as MS Excel and PowerPoint
Willingness to learn new processes and technologies
Attentive to details with strong verbal and written communication skills, and telephone etiquette
Proven organizational skills in data collection, documentation, and prioritization
Flexible work schedule, including weekends, nights, and holidays
Knowledge of project management techniques
Understanding of telecommunication services
Associate’s degree or equivalent work experience

Nice To Haves

Knowledge of Cisco and Avaya phone systems and familiarity with VoIP
Technical certifications are beneficial
Ability to prepare and present information to support decision-making
Bachelor’s degree

Responsibilities

Identify, evaluate, and prioritize client needs and requirements effectively
Collaborate with Telecom teams to support and deliver Telecom services and ensure proper resources
Research, validate, and approve MACD ServiceNow requests
Coordinate projects including client engagement, communication, training, and documentation
Manage services for system upgrades, events, resort rehabs, and large-scale Telecom projects
Maintain client rapport by providing expertise and support for Telecom Services
Seek opportunities to increase satisfaction and build relationships with other lines of business
Hurricane Preparedness for Parks and Resorts
Hurricane Lines, menus, and command centers
Conduct billing and equipment audits
Validate, reconcile, and maintain E-911 database, elevator services, alarm points, and AEDs across WDW
Scrub database information and perform site walks for Telecom services