VOC Specialist (Government)
About The Position
This position requires office presence of a minimum of 5 days per week and is only located at customer's site. No relocation is offered. 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. Job responsibilities include but may not be limited to: 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. Poly, Cisco and other IT related certifications a plus. Must have working level experience of common desktop software (Windows) and Microsoft Applications (ie Excel, Word, etc.). Overtime, shift work and occasional travel may be required, or other duties as assigned. Candidates must be able/willing to obtain a TS clearance. Any active clearance a plus.
Requirements
- 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.
- Must have working level experience of common desktop software (Windows) and Microsoft Applications (ie Excel, Word, etc.).
- Candidates must be able/willing to obtain a TS clearance.
- 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.
- Facilitator of third tier call-out, including trouble tickets, installation and operation of all video teleconference equipment.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
