Telecom Services Specialist

Job ID 10124391 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort

Job Summary:

Enterprise Technology – Telecom Operations Services is seeking an individual who can identify, understand, and communicate client technical needs and requirements. This person will engage and collaborate with all lines of business and manage multiple competing priorities. The candidate should be forward-thinking, solution-oriented, and bring a positive attitude to the role.

This position will report to the Manager, Telecom Services.

Responsibilities

• Identify, evaluate, and prioritize client needs and requirements effectively
• Collaborate with Telecom teams to support and deliver Telecom services and ensure proper resources
• Research, validate, and approve MACD ServiceNow requests
• Coordinate projects including client engagement, communication, training, and documentation
• Manage services for system upgrades, events, resort rehabs, and large-scale Telecom projects
• Maintain client rapport by providing expertise and support for Telecom Services
• Seek opportunities to increase satisfaction and build relationships with other lines of business
• Hurricane Preparedness for Parks and Resorts Hurricane Lines, menus, and command centers
• Conduct billing and equipment audits
• Validate, reconcile, and maintain E-911 database, elevator services, alarm points, and AEDs across WDW
• Scrub database information and perform site walks for Telecom services

Basic Qualifications

• Minimum 3 years of customer service experience
• Demonstrated problem-solving skills and continuous process improvement skills
• Ability to adapt quickly, adjust to changes in business needs, work independently, take ownership, and work in a flexible team environment
• Experience in customer service, project management, and telecommunications
• Able to take initiative and manage multiple projects simultaneously
• Proficient in MS Office Suite programs such as MS Excel and PowerPoint
• Willingness to learn new processes and technologies
• Attentive to details with strong verbal and written communication skills, and telephone etiquette
• Proven organizational skills in data collection, documentation, and prioritization
• Flexible with work schedule, including weekends, nights, and holidays
• Knowledge of project management techniques
• Understanding of telecommunication services
• Preferred Qualifications
• Knowledge of Cisco and Avaya phone systems and familiarity with VoIP
• Technical certifications are beneficial
• Ability to prepare and present information to support decision-making

Required Education

• Associate’s degree or equivalent work experience

Preferred Education

• Bachelor’s degree or equivalent work experience

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