TELECOM SPECIALIST I/II/III

About the role

Responsible for administrative and technical planning for services provided by CMU sub-divisions Unified Communications, OIT and CONNECT/OIT. Duties include programming of a variety of complex communication and security services and other departmental operations and special projects, as assigned. Duties also include providing a high-level customer service experience to all constituents, maintenance of the billing system database and assisting with the management of CMU student employees.

Responsibilities

• Assists customers with cell phone services; verifies accuracy of billing and assists customers with billing issues.
• Handles requests for service, transfer of service, and loaners for cell phones.
• Handles customer billing and phone service issues; explains various charges and application of those charges.
• Generates service orders and technical support orders for phone and data services.
• Utilizes ITSM software to track phone order or request status.
• Utilizes call accounting software to enter customer and billing information.
• Handles the most basic adds, moves, changes requests for VoIP devices.
• Programs VoIP and cellular devices and features using Cisco Unified Communication Manager, or appropriate software.
• Instructs users on utilization and availability of phone features and options on users phones.
• Personal voicemail programming.
• Instructs users on setting up and using voicemail services.
• Activates and deactivates 800 numbers; sets-up new on-campus and off-campus 800 number accounts.
• Analyzes bills for video conference room, software and equipment resale, mediated projects, multi-media projects, technical (computer) repair, development services and all other OIT services and coordinates with all these areas of OIT to verify that billings are accurate.
• Assists customers with issues regarding SAP reconciliation of Telecom/OIT bills.
• Analyzes vendor bills and verifies for accuracy.
• Serves as point of contact for service requests.
• Creates and tracks work requests and works closely with installation technicians to assure timely resolution of service issues.
• Oversees issuing and assigning access rights for access control and revoking of rights.
• Investigates requests and troubleshoots problems where appropriate.

Qualifications

• (ST-1) Telecom Specialist I: High school diploma or GED. One year of professional experience. Knowledge of Microsoft Office Suite. Experience working with customers or in a customer service industry. Experience using spreadsheets. Demonstrated ability to work with discretion. Demonstrated organizational skills with strong attention to detail. Demonstrated ability to manage multiple projects and meet deadlines with assistance. Demonstrated ability to accurately perform work assignments and construct documents. General knowledge of VoIP telephony. General understanding of standard and multi-line telephone features. Demonstrated positive interpersonal skills. Demonstrated ability to communicate effectively and project a positive attitude.
• (ST-2) Telecom Specialist II: All of the qualifications of Telecom Specialist I, plus; Three years of related telecommunications experience of a qualifying nature. Experience using databases. Experience coordinating the work of students or interns. Demonstrated ability to independently manage multiple projects and meet deadlines. Thorough knowledge of VoIP telephony. Thorough understanding of standard and multi-line telephone features.
• (ST-3) Sr. Telecom Specialist: All of the qualifications of Telecom Specialist II, plus; Five years of related telecommunications experience of a qualifying nature. Demonstrated ability to work independently and employ project management skills to organize multiple projects and meet deadlines. Skilled as a solution architect for VoIP telephony. Extensive experience creating complex voicemail trees with scalability. Extensive experience with hunt pilots, call handlers, call routing, and call management.

Preferred Qualifications

• (ST-1) Telecom Specialist I: One year of related telecommunications experience of a qualifying nature. Experience coordinating the work of students or interns. Experience with Microsoft Office Suite, ERP, and updating database information.
• (ST-2) Telecom Specialist II: Knowledge of ITSM and call accounting software. Experience providing customer training, or generating and presenting solutions to customers.
• (ST-3) Sr. Telecom Specialist: Project management experience. Solution architect experience.

Pay

Starting Rate Between: $16.50 - $26.00 per hour

Schedule

Mon-Fri, 8:00 a.m. - 5:00 p.m. / weekends and evenings as required.

Location

Mount Pleasant, MI

About the department

About CMU: Central Michigan University has a more than 125-year legacy of preparing students to become leaders and changemakers in their communities and in their personal and professional lives. We serve nearly 15,500 students on our Mount Pleasant campus, in satellite locations around the state and throughout the country, and through flexible online programs. Many of our approximately 300 undergraduate, master's, specialist and doctoral programs in the arts, media, business, education, human services, health professions, liberal arts, social sciences, medicine, science and engineering are nationally ranked for excellence. CMU leads the nation in leadership development programming through our Sarah R. Opperman Leadership Institute, and we are proud to be among only 5% of U.S. universities in the top two Carnegie research classifications. Our faculty work with graduate and undergraduate students in areas such as Great Lakes research, medical innovation, engineering technology and more. Central is home to 17 men's and women's Division 1 sports including football, basketball, gymnastics, baseball, wrestling and more. Our student-athletes achieve great success in competition and in the classroom, capturing Mid-American Conference championships and maintaining an average cumulative GPA of 3.17. CMU is located in Mount Pleasant, a community that blends the best of small-town living with big-city amenities. It's part of the culturally varied and vibrant Great Lakes Bay Region that also includes Saginaw, Bay City, Midland and the state's largest Native American community, centered on the Saginaw Chippewa Isabella Reservation in Mount Pleasant. Area residents enjoy the mix of outdoor activities, cultural events, shopping and dining options, and family attractions. Other major Michigan destinations and attractions — Lansing, Grand Rapids, Detroit, Traverse City, wineries, beaches, golf and ski resorts, and many more — are within easy reach of the city's central location in Michigan's Lower Peninsula. CMU employees enjoy access to a nationally recognized wellness program along with health care and benefits that exceed regional, state and national norms. CMU Leadership Standards: Central Michigan University is a place where we value students and work for their success, where we act as family, and where employees are engaged, appreciated and have extraordinary opportunities to make a difference. We intentionally maintain and strengthen the hallmark CMU culture that sets us apart from our peers by expecting CMU leaders and employees to model the following Leadership Standards and develop them within their teams. Please review the Leadership Standards before applying for this position.

Message to applicants

Central Michigan University is dedicated to fostering an environment that is reflective of the communities we serve. We are especially interested in highly qualified candidates who will advance and promote CMU's mission, vision, and leadership standards. You must submit an on-line application in order to be considered as an applicant for this position. Cover letters may be addressed to the Hiring Committee. To apply, visit https://www.jobs.cmich.edu/postings/45312 CMU is an Equal Opportunity Employer and institution. CMU does not discriminate against persons based on age, color, disability, ethnicity, familial status, gender, gender expression, gender identity, genetic information, height, marital status, national origin, political persuasion, pregnancy, childbirth or related medical conditions, race, religion, sex, sex-based stereotypes, sexual orientation, transgender status, veteran status, or weight. If you wish to see “Know Your Rights” posters, please click here. CMU does not discriminate on the basis of sex in the education program or activity that it operates, including admission and employment, and is required by Title IX of the Education Amendments of 1972 not to discriminate in such a matter. Inquiries about the application of Title IX can be made to CMU's Title IX Coordinator, the US Department of Education's Assistant Secretary, or both. CMU's Title IX Coordinator Can Be Reached At: Phone: 989-774-3253 Office: 103 E. Preston St. Bovee University Center, suite 306 Mount Pleasant, MI 48858 Email: titleix@cmich.edu