Telecommunications Support Specialist

Company Description

Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten and enrich the lives of those we serve with HEART; Hospitality, Excellence, Appreciation, Respect & Teamwork.In this leadership role you will be responsible for providing the Regional Directors of Operations and Executive Directors sales and marketing expertise to support their occupancy growth initiatives. This position provides hands on sales expertise for the appointed communities and partners with RDO’s on setting the strategies established for the communities in the area, highlighting focus areas and managing the strategy of the area. 

Job Description

Pay Rate: $32.5/hour

• Providing on-demand phone support through the call center to address immediate technical inquiries and issues from end users.
• Accurately recording time spent on tasks within the Service Desk platform to ensure efficient tracking and resolution of support tickets.
• Utilizing Intervals for recording time spent on various tasks and projects, maintaining detailed records of work activities.
• Resolving telecommunications issues or problems promptly to ensure uninterrupted connectivity and functionality.
• Initiating communication with vendors, including internet carriers and bulk TV providers, to address technical issues and coordinate service provision.
• Participating in acquisitions and dispositions of communities in person, involving travel as necessary to provide on-site technical support and facilitate smooth transitions.
• Adhering to predefined Service Level Agreement (SLA) agreements to ensure timely resolution of daily tickets and maintain customer satisfaction.
• Conducting follow-up with end users to ensure their satisfaction with the resolution of technical issues.
• Collaborating with various teams to restore service, identify and resolve issues, and document all resolutions effectively.
• Supporting and maintaining systems, including account and user management for various web-based tools.
• Undertaking IT project and task-related functions, which may include data entry and hardware swap-outs.
• Documenting system changes and escalating any significant changes to Tier 3 for approval.
• Consulting with end users to determine system needs or requirements before initiating hardware swaps post-troubleshooting.
• Assisting new employees with first-time login procedures and addressing day-one-related questions.
• Providing support for mobile devices and phones, as well as for phone systems and wireline voice services, internet/data circuits, and networking-related issues impacting calling or internet/WiFi performance or outages.
• Working alongside the Telecommunications Manager and IT Project Manager on telecommunications-related project needs to include vendor/carrier coordination/management, equipment ordering, and other tasks as needed.
• Performing any other duties as assigned to meet the needs of the organization.

Qualifications

• Associates degree and above is preferred. 
• 0-3 years experience with various computer related technologies and systems. Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment. Network connectivity, PC software and operating systems. Customer service experience is highly recommended.
• Must have technical competency in operating systems, user hardware and accessories, office products, networking skills, server management skills, Imaging experience, mobile device support, user account management, telecommunications support.
• Team player and good personality, works well on their own, quick learner and self-motivated, punctual, ability to provide updates regularly.
• Good phone etiquette with end users.

Additional Information

Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply.