For this position, the successful candidate will be providing a wide array of telecommunications, electronic communications, helpdesk and end user support services. The PRIMARY responsibility will be the Management of the internal call center software and the supporting Hardware provided by Vertical Networks (Televantage). Secondary responsibilities may include, but are not limited to the repairing and replacement of all communication related equipment, maintaining and auditing equipment, Maintains equipment in conference rooms, cubicles and offices to ensure functionality.
Technical Skills:
- Handle technical support issues via phone, email, web and live chat for Vertical Communications' software PBX product, Televantage.
- Troubleshoot technical issues in a client/server environment, including setting up servers/software to reproduce issues, test and resolve.
- Analyze complicated log files with strong investigative attention to detail.
- Participate in after hours on call support rotation via cell phone and / or pager.
- Responsible for timely, accurate and detailed documentation of issues in our Helpdesk tracking databases.
- Interact with Vertical Networks Quality Assurance and Development teams to report software bugs and escalate difficult support issues.
- Manage and develop Vertical Networks “Televantage System” including but not limited to programming Auto attendants, scripting Voice Prompts and other necessary administrative functions.
- Manage IVR (Interactive Voice Response System) for Patient and Professional use.
- Responsible for the maintenance and provisioning of all cell phones, calling cards, direct inward dial extensions and fax numbers.
- Perform site visits to QAS locations to resolve technical issues.
- Successfully manage the installation rollout and assurance testing of hot patches/releases, as needed.
- Design and Manage Telecom related products training locally or remotely, as needed.
- Must be an aggressive team player with excellent communication skills and the desire to train colleagues.
- Coordinate installation of new data circuits and circuit upgrades
- Work with staff to verify the accuracy of communication expenses and resolve any disputes.
- Manage the Telecommunication inventory including PBX Cards, Servers, Desk Phones and Cellular Phones
- Develop and enforce Telecommunications Policies and Procedures
- Suggest ways to reduce voice communications operating costs while extending service
- Work as a team member, proactively troubleshooting desktop and telecommunications issues.
- Requires reliable transportation and the ability to be on 24 hour call
- Some IN STATE Travel required