Telecommunications Associate

This is an hourly role working out of the Orlando Disney Central office. You will focus on ACD/PBX Level 1 support for 50+ worldwide locations. Partner with the Disney Central Business Integration team to fulfill requests for phone numbers used in marketing campaigns. The position may need to partner with multiple carriers to acquire new phone numbers and/or give back existing phone numbers. The position is responsible for agent phone login set-up, maintenance, ad hoc and scheduled agent, operational, and telecom reporting. This position is also responsible for completing all team requests (via Zendesk, Outlook, and Service Now). Create and update (as required), SOPs and other documentation in Confluence. Train new clients on Avaya softphone/hardphone and other telecom end-user tools. Occasional travel on property or to the Disney Central Tampa location may also be required. You will report to Manager Telecommunications.

You Will:

• Support Disney Central telecommunications technology: Avaya PBX/ACD alarms, hardware and programming, carrier/network services
• Complete ad-hoc and scheduled reporting
• Troubleshoot support including end-user hardware & software challenges, PBX alarms, hardware problems, carrier issues, and wiring for Level 1 support
• Respond to issues by email, Zendesk, and Service Now
• Level 1 Telephony Moves, Adds and Changes in an Avaya ACD/PBX environment
• Complete Moves, Adds, & Change work. Enter and follow incident management through Service Now, Zendesk, and Outlook
• Phone number assignments

You Have:

• Previous Disney Central, Contact Center, or IT/Voice Help Desk experience (minimum 1 year)
• Proficiency using a computer and computer programs (Microsoft Suite – Word, Excel, etc.)
• Experience partnering with internal and external clients
• Experience working in a fast-paced environment
• For Disney Central Cast Members: No more than one F/O (F=Falling Behind; O=Off Track) in Presenteeism in the last six months and no more than one reprimand within the last six months

Preferred Qualifications:

• Well-founded knowledge of Disney Central policies and procedures
• Proven analytical abilities, optimism and professional excellence
• Established understanding of telecommunication technology: PBXs, IVRs, carrier/network services

Required Education:

• High School Diploma or equivalent