Telecom Support Specialist II

Job description

**We are Generac, a leading energy technology company committed to powering a smarter world.**

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation.

From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services.

This position is expected to handle enhancements for cloud based telephony platform, provide technical training, and assist with advanced user questions and problems.

In this role, responsibilities include monitoring telephony services and networks, assisting in resolving problems, and leading the evaluation of call center and call routing data/analytics in order to identify potential issues or opportunities where process improvement can significantly improve sales penetration, efficiencies, quality, competitive positioning and/or overall customer satisfaction.

This position is responsible for providing more complex technical support of Generac call center environment (VOIP, CTI & API integration, queues), applications, and related technology, including SAP.

**_*This role can be based out of one of the following office locations:_**

+ Waukesha, Wisconsin, USA
+ Pewaukee, Wisconsin, USA
+ Toronto, Canada

**MINIMUM QUALIFICATIONS:**

+ Associate degree in Computer Science or equivalent experience
+ 3 years of experience troubleshooting PC’s, printers, phone and network issues
+ 2 years of experience with PBX functionality, Microsoft O365/Teams, Genesys or Amazon Connect, I3 (Interactive Intelligence) or related contact center technology

**PREFERRED QUALIFICATIONS:**

+ Bachelor’s degree in Computer Science
+ Additional certification: MCSE (Microsoft Certified Systems Engineer), MCTS.(Microsoft Certified Technology Specialist), CNA (Cisco Certified Network Administrator), ITIL certification
+ SIP, PRI and general telephony infrastructure knowledge

**ESSENTIAL DUTIES**

+ Performs moves, adds and changes for primary phone services (internal and external) with minimum supervision and work on various Global Projects, including supporting on going growth of contact centers, as well as integrations with other platforms, such as CRM.
+ Provide hands on support by diagnosing, repairing, maintaining and upgrading cloud based Telephony platform with primary point of contact for telephony settings as needed for normal business operations, holidays and emergency management events.
+ Create documentation on work instructions for all processes related to the Global Call Center Solution and Global Enterprise phone system.
+ Perform system upgrades; assist end users with complex migrating to new applications.

Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.
+ “Real-time” monitoring of all telecom infrastructures to ensure it is operational, including management of licensing needs and growth of environment.
+ Assist in the implementation(s) of Global telecom systems, applications, call flows, queues and end user accounts and devices.

**Other Duties as assigned and the following:**

+ Advanced resource to update telephony settings as needed for normal business operations, holidays and emergency management events.
+ Perform daily uploads, downloads, and importing of all data necessary to develop and deploy outbound dialer calling campaigns.
+ Track all outbound and inbound dialer activity, including “real-time” monitoring of dialer campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized and dialing campaigns are successfully executed.
+ Based on dialer performance data, provide daily reporting to department leaders and collaborate to determine most effective contact strategy.

Test new strategies using “Champion/Challenger” Methodology.
+ “Real-time” monitoring of all telecom infrastructures to ensure it is operational.
+ Monitors capacity of system and works cross functionally and with third party vendor to support deployment of hardware and software upgrades.
+ Assists with other business technology projects in other areas of Servicing as needed.
+ Communicate and consult effectively with business management concerning dialer capabilities and contact center capabilities and execution of contact strategies.
+ Inform all stakeholders of incident occurrences and provide periodic status and resolution ETA.
+ Work directly with hardware and software vendors regarding resolution of application bugs and other systems issues, holding them accountable for service level standards.
+ Manage hardware and software configurations and maintain systems documentation.
+ Collaborate with business partners and stakeholders, both internal and external, to research and evaluate new technology and processes to meet current and future business needs including optimization opportunities within the existing platform (i.e. web chat, email routing, etc.).
+ Works cross functionally to oversee the implementation and configuration of new and upgraded systems (patches and releases).

Run tests to ensure that systems meet success metrics.

Provide documentation and training across impacted organizations.
+ Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce voice service down time.
+ Ensures all configurations comply with IT policies and security parameters.
+ Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
+ Interact with vendors for incident resolution as required.

**KNOWLEDGE, SKILLS AND ABILITIES:**

+ Solid understanding of Contact Center environments, such as Genesys, CRM platforms and similar technologies
+ Solid understanding of networking, wireless and telecommunication fundamentals
+ Knowledge of Windows operating systems
+ Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets
+ Strong problem-solving skills
+ Solid verbal and written communication skills and willingness to actively contribute in a team environment
+ Ability to be on-call and deliver support during operations service interruptions
+ Ability to work later evening nights and weekend if required supporting business needs or IT initiatives
+ Ability to travel among other local and global facilities if needed

**Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.

The employee is regularly required to stand and walk.

On occasion the incumbent may be required to stoop, bend or reach above the shoulders.

The employee must occasionally lift up to 25 - 50 pounds.

Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.

Occasional travel.

_“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”_

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation.

From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives.

Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team.

Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success.

Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.

Required Skill Profession

Other General