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ALLO Hosted PBX Support Specialist

Nelnet Lincoln, NE
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Job Description

  • ALLO Hosted PBX Support Specialist

    Job Locations US-NE-Lincoln
    Posted Date 2 weeks ago(5/2/2018 12:25 PM)
    Job ID
    2018-6398
    # of Openings
    1
    Category
    Administrative/Clerical

Overview

Responsible for assisting the Hosted PBX team lead and ensuring ALLO delivers the highest level of customer service possible. Provides troubleshooting within a VoIP environment, hosted PBX feature configuration, addition of services within the hosted environment upon customer request, documentation of configuration or design elements, and completion of diagnostics and testing as required. Maintains customer satisfaction by providing problem-solving resources.

Responsibilities

  • Provides a high level of customer support and technical issue resolution.
  • Demonstrates ALLO's values, maintains a positive open demeanor, encourages different points of view; provides timely information; communicates context to assist with team decisions; fosters teamwork and collaboration.
  • Assists customers with add and change requests within the hosted platform.
  • Designs call flow and call routing protocols within the hosted environment.
  • Provisions and tests equipment in a timely manner to prepare for installs.
  • Serves as customer interfacing escalation point.
  • Work with Business Customer Service Representatives and Technical Support Specialists to ensure proper scheduling and communication for installations.
  • Effectively train and assist Business Customer Service Representatives.
  • Tests and demos new Hosted PBX products and services.
  • Other duties as assigned.

Qualifications

EDUCATION:

  • Education Qualifications: Associate's Degree or 2 years of relevant job experience.
  • Relevant job experience is described as:
      • Job experience in similar industry
      • Job experience with similar essential duties

 

EXPERIENCE:

  • Customer Service experience highly desired.
  • Must be technical in nature and have a strong desire to troubleshoot and solve complex customer issues, sometimes independently.
  • Ability to effectively address customer expectations and respond promptly to customer needs.
  • Demonstrate accuracy, thoroughness and attention to detail. Always looking for ways to improve and promote quality.
  • Experience with design and implementation Hosted PBX, VoIP or Key System products.
  • Proficiency documenting and communicating technical situations with internal and external teams.
  •  

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

 

  • Excellent Customer Service Skills
  • Strong analytical skills and ability to convey that information succinctly and clearly
  • Strong interpersonal, teamwork, conflict resolution and negotiation skills
  • Strong time management, organizational, and prioritization capabilities
  • Excellent oral and written communications skills internally and customer-facing with a focus on training
  • Well-versed in communicating at both the technician as well as customer level
  • Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
  • Ability to remain approachable in a fast-paced environment
  • Ability to challenge the status quo with a focus on continuous improvement
  • Experienced in Microsoft Office

EEO Statement

ALLO, a Nelnet Company is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at ALLO, a Nelnet Company may request such accommodations by contacting Talent Acquisition & Recruiting.
ALLO, A Nelnet Company is a Drug Free and Tobacco Free Workplace.

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Job Details

Date Posted December 5, 2018
Date Closes January 4, 2019
Requisition 2018-6398
Located In Lincoln, NE
SOC Category 00-0000.00
Location