Help Desk Telecom Technician

The Help Desk Telecom Technician will provide?assistance to our Telecom Team in transfers of service, billing inquiries, store page updates, and tracking for disconnection of accounts. The role will also support the Telecom Team in any additional projects that are applicable to the nature of the work and will escalate any issues that extend beyond the first tier of support.? 

Primary Responsibilities: 

• Assist and work toward learning to do transfers of service for telecom accounts 

• Communicate with owners, representatives, and internal employees via phone, email, and computer chat 

• Work with various providers through email or via phone to initiate and follow up on the status of transfers and disconnects 

• Accurately document progress and all steps required for problem resolution in internal ticketing system  

• Escalate issues to the next level of support for assistance 

• Follow-up with owners, representatives, providers, and internal employees to keep tasks progressing 

• Follow detailed?training and?"how to"?documents?to resolve tasks 

Job Specifications 

• Basic understanding of how to read bills 

• Excellent customer service skills  

• Eagerness to learn  

• Enthusiastic and positive attitude 

• Ability to own tasks and move them forward 

• High attention to detail  

• Highly organized and able to manage multiple tasks through the day 

• Comfortable coordinating with multiple teams 

Education and Experience 

• High school diploma or GED required 

• Associates or bachelor’s degree a plus 

• Telecom experience or work equivalent a plus 

• Billing experience a plus  

Working Conditions/Physical Demands?? 

Performs work in an office environment with lifting (less than 30 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing,?grasping,?and feeling.