VOC Specialist (Government)

AT&T•USA:VA:Mount Weather / Blueridge Mountain Rd - Co:19850 Blueridge Mountain Rd, VA

3d•$50,000 - $61,500•Onsite

About The Position

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. AT&T has an opening for a VOC Specialist to support the Federal Government in providing O&M support of contracted operations.

Requirements

Must have working level experience of common desktop software (Windows) and Microsoft Applications (ie Excel, Word, etc.).
Must be able to initially obtain Public Trust and follow-on TS (#clearable)

Nice To Haves

Poly, Cisco and other IT related certifications a plus.
Any active clearance a plus.

Responsibilities

Schedule video conferences with remote sites.
Accommodate all conferences, establish the conferences, maintain Video Teleconference (VTC) schedules and facilitate periodic test calls.
Provide customer interface, first tier support and trouble shooting.
Operate and trouble shoot multi-vendor equipment. Equipment types include Polycom, Cisco, Pexep and others.
Facilitator of third tier call-out, including trouble tickets, installation and operation of all video teleconference equipment.
Demonstration of Customer Service skills and strong phone presence required.
Excellent verbal and written communication skills.
Knowledge of H.323, TCP/IP, SIP protocols up to Tier 2 level troubleshooting for customer calls.
Overtime, shift work and occasional travel may be required, or other duties as assigned.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone