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SalaryDiscover Your Career at Emory University:
NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University location as needed. All biweekly employees must reside within the State of Georgia. Emory reserves the right to change this status with notice to employee. Emory Supports a Diverse and Inclusive Culture: Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.
Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.
Description: JOB DESCRIPTION:
- Supports the enterprise-wide network and communication devices used by customers on the network.
- Fulfills customer requests for moves, adds and changes (MACs) of voice and data services.
- Supports Field Services Technicians and clarifies work orders (WOs) and customer issues to ensure efficient and accurate work.
- Works with customers to clarify billing issues.
- Supports voice and data projects and monitors a ticket queue system to support service request fulfillment and incident resolution.
- Pulls service requests to create work orders (WOs) and establish billing for services.
- Reviews and evaluates requests to ensure accuracy and to clarify request details.
- Assists customers with determining appropriate voice and data service options.
- Establishes WOs in the tracking and management system to initiate the process for activating, deactivating and moving service.
- Utilizes Voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features and to ensure successful equipment interaction with peripherals.
- Interacts with customers to provide WO numbers and completion dates and to verify WO details.
- Seeks assistance from experienced staff to resolve complex service request issues.
- Reviews email alerts from a ticket queue system to identify issues and utilizes it to monitor and self-assign trouble tickets.
- Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations.
- Evaluates customers' current services to recommend updates to existing equipment and service.
- Supports renovation and new campus construction projects to provide communications services installs.
- Examines switch information to determine billing and service issues and to support audits and reconciliations.
- Performs audit tasks to ensure service records accuracy and SLA compliance.
- Analyzes customer billing records to resolve issues.
- Runs weekly and monthly reports to resolve errors, inaccuracies and missing information.
- Performs other responsibilities as required.
MINIMUM QUALIFICATIONS:
- A high school diploma and one year of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.
NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University location as needed. All biweekly employees must reside within the State of Georgia. Emory reserves the right to change this status with notice to employee.
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.
