TELECOMMUNICATIONS SPECIALIST III - 72001840

The incumbent to this position is responsible for the day-to-day Network Operational Center (NOC) Support workgroup within the Telecommunications/Customer Service workgroup. The incumbent performs SUNCOM service/product incidents, service monitoring, processing new service delivery orders, Customer support administration, competence development, and perform other duties, as required.

Apply knowledge of the Telecommunications/Customer Service rules, policies, plans, regulations and procedures in trouble shooting/ monitoring SUNCOM services. Working with the vendors to fix the trouble and relate information to SUNCOM customers. Telecommunications as assigned.

SUNCOM service/product incidents

• Service Problem Resolution and Restoration
• Service Provider Coordination for Problem Resolution and Restoration
• Customer Escalation
• Vendor Management

Service monitoring

• Operationalization for ordering, inventory, and billing for new services
• Customer Needs Analysis
• Service Recommendation
• Order Validation
• Order Initiation with Service Provider
• Order Coordination, Order Tracking

Prepare orders in CSAB forms when necessary for network features and facilities when directed by engineering staff or supervisor with few clerical errors and few technical errors. Review own work for accuracy. Approve forms on behalf of Telecommunications/Customer Service. Use the automated systems to process existing requests and to prepare new requests.

• CSAB Customer Training

• CSAB Vendor Training
• Disconnect Coordination
• Customer Management
• Inventory Management

Be ready to meet with customers and vendors as request. Maintains documents and reports as necessary to substantiate and verify activities pertaining to the SUNCOM network.

• Customer Account Management

• New Customer Identification
• Service Promotion

Competence development

• Transfer competence to other telecommunications specialists
• Attend classes, seminars and meetings as directed
• Develop and maintain a working knowledge of the systems deployed to deliver SUNCOM services
• Develop and maintain a working knowledge of all procedures and processes implemented to maintain the availability of SUNCOM services

Other duties as assigned. Review forms submitted by others for processing and determine if requests are justified. Discuss forms with preparer, if necessary and complete own actions regarding form in an expedient manner. Approve valid requests on behalf of Telecommunications/Customer Service., Adheres to safety awareness policies in the workplace, views safety videos when presented and attends required safety meetings. Practices lessons learned on a daily basis to avoid accidents. Attendance is an essential function of this position. Prolonged periods of sedentary work which involves repetitive motion.

Working hours: (A) Daily from 8 to 5 (B) Total hours in workweek 40 (C) Overtime hours and on call may be required

Our Organization and Mission: Under the direction of Governor Ron DeSantis, Secretary Tom Berger and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Knowledge, skills and abilities, including utilization of equipment, required for the position:

• Knowledge of advanced Telecommunications terminology and procedures.
• Ability to communicate effectively orally and in writing with vendors, peers, supervisors, technical staff, and users.
• Ability to verify data for accuracy and completeness.
• Ability to make decisions and work independently.
• Ability to work collaboratively in a team environment, and to establish and maintain effective working relationships.
• Ability to complete work assignments on time and work with other technical staff
• Ability to provide excellent customer service to internal and external customers.
• Ability to research, evaluate and resolve customer issues and other problems in a professional manner.
• Ability to determine priorities.
• Ability to make timely and accurate decisions during normal operating conditions and critical situations.
• Ability to apply rules, regulations, policies and agency procedures. Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork., At least three years’ work experience in telecommunications is required.
• Skill in operating a variety of online processing systems is required.
• A bachelor’s degree in Information Technology, Computer Information Systems, or related field is preferred.
• Experience managing telecommunications projects is preferred.
• Experience with Microsoft Office Suite (Word, Excel, Access, PowerPoint) is preferred.