Telecommunications Specialist

Location: Richardson, TX

Department: Telecommunications

Type: Full Time

Min. Experience: Entry Level

Summary:  Responsible for the support of customer wireline accounts.  The Specialist will collaborate with the Telecom Analyst and internal resources to continually improve upon the customer experience.

Essential Responsibilities:

  • Process customer requested MAC-D requests within SLA.
  • Manage customer MAC-D projects.
  • Verify billing data by reviewing data within billing database.  Ensure accurate and complete data has been entered in TEM system.
  • Create or update fixed inventory database as required.
  • Interpret Customer Service Records, provider contracts, reports and other materials as required.
  • Create support case for each customer that clearly and effectively defines the support request.
  • Assist with acquisitions and dispositions as necessary.
  • Maintain good working relationships with Account Teams and internal departments.  Work closely with Account Team in achieving customer satisfaction goals. 
  • Set goals and objectives for self that include stretch goals to continue business/professional development and personal growth. 
  • Other duties as assigned.

Core Competencies:

  • Wireline inclusive of data and voice networks, analog and digital technologies.
  • Quality customer service.
  • Communication skills (oral and written).
  • Prioritization/organization skills.
  • Problem solving.
  • Process improvement.
  • Detail oriented.

Qualifications:

  • Understanding of telecommunications (data and voice).
  • Minimum 1 year in Telecommunications.
  • Must be able to resolve practical problems.  Able to interpret instructions in written, oral, diagram or schedule form.
  • Must be able to calculate figures and amounts such as discounts, interest and percentages.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Minimum one (1) year related experience and/or training, or an equivalent combination of education and experience.

Language Ability:

Ability to read and interpret documents such as contracts, client solutions, and procedure manuals.  The ability to write routine reports and correspondence; as well as speak effectively before client groups.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office products, Crystal reporting, Salesforce and Advantix Internal software.

Certificates and Licenses:

Valid driver’s license

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision and peripheral vision.  While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel; reach with hands and arms and talk and hear.  The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch or crawl.

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