Telecommunications Support Specialist

Senior Lifestyle•Chicago, IL

4h•Onsite

About The Position

This role involves providing on-demand phone support through a call center to address immediate technical inquiries and issues from end users. The specialist will accurately record time spent on tasks within the Service Desk platform and utilize Intervals for detailed record-keeping. A key responsibility is resolving telecommunications issues promptly to ensure uninterrupted connectivity and functionality. This includes initiating communication with vendors, such as internet carriers and bulk TV providers, to address technical issues and coordinate service provision. The role also requires participating in acquisitions and dispositions of communities in person, which may involve travel to provide on-site technical support and facilitate smooth transitions. Adherence to predefined Service Level Agreements (SLAs) is crucial for timely resolution of daily tickets and maintaining customer satisfaction. The specialist will conduct follow-ups with end users to ensure satisfaction with issue resolutions, collaborate with various teams to restore service, and document all resolutions effectively. Additionally, the role involves supporting and maintaining systems, including account and user management for web-based tools, and undertaking IT project and task-related functions like data entry and hardware swap-outs. Documenting system changes and escalating significant changes to Tier 3 for approval are also part of the duties. Consulting with end users to determine system needs before initiating hardware swaps post-troubleshooting, and assisting new employees with first-time login procedures and day-one questions are also expected. Support extends to mobile devices, phones, phone systems, wireline voice services, internet/data circuits, and networking-related issues impacting calling or internet/WiFi performance or outages. The specialist will work alongside the Telecommunications Manager and IT Project Manager on telecommunications-related project needs, including vendor/carrier coordination/management and equipment ordering. Any other duties as assigned to meet the organization's needs will also be performed.

Requirements

0-3 years experience with various computer related technologies and systems.
Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
Knowledge of network connectivity, PC software and operating systems.
Customer service experience is highly recommended.
Technical competency in operating systems, user hardware and accessories, office products, networking skills, server management skills, Imaging experience, mobile device support, user account management, telecommunications support.
Team player and good personality, works well on their own, quick learner and self-motivated, punctual, ability to provide updates regularly.
Good phone etiquette with end users.

Nice To Haves

Associates degree and above is preferred.

Responsibilities

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.