Telecommunications Troubleshooting / Help Desk Associate
One Source Communications - Greenville, NC

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Our MissionTo honor God as servant leaders through excellence in relationships with our clients, vendors, community and each otherIf anyone wants to be first, they must be the very last, and servant of all. Mark 9:35Our Ideal Troubleshooting / Help Desk Associate Lives into our corporate valuesHas the right blend of confidence and humilityHas an aptitude for learning technologyCommunicates technical information in a way that clients can clearly understand Has strong project management skillsPaysclose attentionto details and accuracyEmpathizes with the urgency of our client's business needsInteracts professionally with clients and co-workers Takes personal responsibility for delivering on promisesThinks outside the box to create effective solutionsThe Basic SummaryTelecommunications Troubleshooting / Help Desk Associates are responsible for providing outstanding service to clients for their local, long distance and internet needs. This associate will begin to develop knowledge relating to telecommunications technology, carriers, and terminology. The associate will build communication skills in order to intelligently converse with carriers and translate to understandable terms for clients.

TelecommunicationTroubleshooting / Help DeskAssociates will learn carrier protocol in order to effectively direct repair and/or order issues to appropriate carrier channels. The ability to work well individually and as a team player is essential. A basic understanding of telecommunications principles and practices is desirable but not required.Specific ResponsibilitiesMaintain professional communication and courtesy in every interaction with clients and coworkers. Demonstrate a commitment to an extraordinary level of customer service and creating outstanding customer service Utilize effective listening skills.

Use creative problem resolution skills. Pay close attention to details. Work with other associates and departments to provide the best and most timely solutions for clients.Offer specific suggestions for new processes and/or improvements in established processes.Develop a workable understanding of telecommunications technology, products and services.Maintain continued communication with client by providing status updates during the resolution or orders process. Ensure timely follow through and prompt follow up.Seek assistance from management and experienced associates to provide suggestions for temporary solutions to assist clients until full resolution is complete.Answer incoming calls and emails that are directed to the department.Develop knowledge of resources available to One Source Develop the ability to independently resolve service issues related to POTS, MACDs, Switched Long Distance, DSL and Cable Internet.

Demonstrate the ability to multitask in order to manage daily workload.Develop ability to navigate, utilize and maintain internal databases. Enter and update information in appropriate databases.Ensure that clients will be served in the event of a planned or unplanned absence.Manage work time responsibly and efficiently. Seek to serve other team members when all individual responsibilities are caught up.QualificationsBachelor's degree preferredCustomer service experience strongly preferredAbility to read and interpret invoices, contracts and other detailed documentsMicrosoft Office Proficiency and general aptitude for learning about technologyNetwork certifications helpful but not requiredBenefitsOur Competitive Compensation Package Includes: 100% Company-Paid Health InsuranceGenerous Paid Time Off (PTO)Life InsuranceLong Term Disability Insurance401K Matching Retirement ProgramCompany-Subsidized Gym Membership ProgramCorporate Chaplain ServicesFamily-Like Work EnvironmentTake The Next StepClick below to apply for this position through the One Source Communications Website.About One Source CommunicationsWe are a leader in providing managed communication services for business.Our clients range from sole proprietor businesses to large enterprises with thousands of locations.We offer our clients a relationship experience that is tailored to meet their specific needs from service to billing to ongoing contract management.Our management service allows our clients to take advantage of the best pricing and communications products from multiple carriers and vendors and receive one accurate, consolidated communications invoice for all services.We also provide in-house support specialists for all client communication services.Our motto is: One Number to Call and One Bill to Pay for all business communications services.We are experiencing rapid growth, and yet we are committed to maintaining a culture that is like a family and remaining true to our mission - To honor God as servant leaders through excellence in relationships with our clients, vendors, community and each other.Our headquarters is ideally located in eastern North Carolina and is within driving distance of beaches, mountains and major metropolitan centers.KeywordsTelecommunications, Telecom, Telcom, Account Representative, Excellence Customer Service, Client Services, Exceptional Service, Concierge Service, Customer Focus, Account Rep, Communications, Analysis, Analyst, Comparative Analysis, Business Analysis, Business Analyst, Comparison, Detail Oriented, Accuracy, Greenville, Telecom Expense Management, T.E.M., Expense, Statistics, Solutions, Expense Management, Near ECU, Near East Carolina University, East Carolina University Graduates, Great place to work

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