Telecommunications Representative

Duration: 5 months to start

About the role

The Call Center Representative with a Telecommunications Focus provides front-line customer support for voice, network, and communication-related issues. This role serves as the primary point of contact for employees, agencies, and partners seeking assistance with phone systems, call routing, voicemail, softphones, and basic connectivity problems.

Responsibilities

• Answer incoming calls, tickets, and service requests related to telecommunications issues including:
  • Desk phones, softphones, headsets, and mobile endpoints
  • Voicemail, call forwarding, hunt groups, and auto-attendant issues
  • Basic Microsoft Teams Phone or legacy PBX support
• Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
• Create, classify, and update incidents within the ticketing system accurately.
• Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
• Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
• Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
• Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
• Document recurring issues and recommend updates to knowledge base articles.
• Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.

Requirements

• Strong customer-service mindset with clear verbal communication skills.
• Basic understanding of telecommunications concepts (call routing, voicemail, softphone setup, PBX basics).
• Ability to follow scripts, troubleshooting guides, and procedural checklists.
• Comfort working with ticketing platforms (ServiceNow, Zendesk, or similar).
• Ability to stay calm, patient, and professional under pressure.
• Skilled at multitasking in a high-volume call-center environment.

Qualifications

• Associate’s Degree or certificate equivalent required.
• Additional technical certifications or telecom coursework preferred.

Preferred Experience

• Prior call-center or helpdesk support experience (1–3 years).
• Familiarity with Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice systems.
• Experience supporting state or public-sector technology environments.
• Knowledge of basic networking fundamentals (LAN/WAN, Wi-Fi troubleshooting).

Work Environment

• High-volume support desk handling calls from statewide agency users.
• Standard business hours; may include rotating shifts or on-call coverage depending on agency needs.
• Work-from-office or hybrid environment depending on departmental policy.