I. Summary/Objective:

This position is responsible for all duties associated with the administration of telecommunications systems across multiple channels company wide, assisting the telecommunications Coordinator with daily tasks assigned to projects such as but not limited to new users onboarding, training, systems and Internet Service Providers management and providing technical support for all support applications in the company. The Telecommunications specialist follows up the day-to-day execution and monitoring of applications changes, performance, ad-hoc data analysis, reporting (daily, weekly, monthly, quarterly, etc.), troubleshooting of production issues, and operational support across multiple company departments.

II. Responsibilities:

• Execute Monthly Cost Reduction Audits and Enhancements that contribute to our main Profit Improvement Project.

• Takes on full day to day administration of the contact center and stores telephony software, ensuring optimal performance and functionality in all aspects such as design, creation, testing, maintenance and support of call routing, IVR flows, skills management, campaigns and UI Design.

• Manage Internet Service Providers ordering, installation, configuration, billing and enhancement projects.

• Perform continuous in-depth analysis of systems, applications and ISPs results and provide strategic solutions to improve performance.

• Provide in-depth reporting on software/applications data.

• Support and fulfill the users' day-to-day needs on all aspects of the support software and applications.

• Support the onboarding and training needs of new software/applications users.

• Perform software users' management ensuring proper access and permissions.

• Assist the Telecommunications Coordinator with data clean up, uploads, download and organization.

• Assist the IT Operations with the installation guidelines, set-up and requirements for each software or application.

• Assist the IT Operations with technical support and diagnostics for support systems and applications.

• Perform periodic tests and audits to guarantee optimal functionality of all support software.

• Pull data from systems and perform data analysis upon request.

• Documentation of system configurations and historical tracking of changes to strategies.

• Provide technical advice on new software and solutions discovery when necessary.

• Complete additional tasks assigned by the Telecommunications Coordinator and/or department manager.

III. Education and Experience:

• Bachelor's degree in computer science, Engineering or any related field is preferred.

• +1 year of experience in support with tickets and/or Tech Support

• Previous experience in Telecom Networking projects is a plus.

• Previous experience in project management roles is a plus

• Previous experience with billing support and handling provider requests.

IV. Required Skills:

• High sense of organization and proactivity.

• Experience troubleshooting a variety of complex computer issues.

• Basic to intermediate knowledge of SQL.

• Advanced experience in Microsoft Excel and/or Google Sheets.

• Ability to work independently with minimum supervision.

• SCRUM agile project management framework.

• Ability to react quickly and effectively in a high pressure, time-sensitive environment.

• Business minded, self-motivated and works well with others.

• Upper-Intermediate to advanced English Level.

• Basic to intermediate knowledge of Networking is a plus.

• Programming experience and UI design is a plus.