Wireline Order Analyst

Wireline Order Analyst

Job Description

Position Summary: The Wireline Order and Incident Analyst is responsible for managing incidents, new orders, and change requests as they are received from our clients. Case handling for our clients requires a range of different skills and activities to bring to resolution, depending on the request. The opportunity for significant personal knowledge growth within the communications industry will prove invaluable to the Analyst’s long-term career prospects.

Job Requirements:

· Hungry – Motivated and goal-centric with a strong instinct to act quickly and do what’s best for the client and Renodis.

· Humble – Team-centric…works towards the team goals and prioritizes collective wins over individual ones.

· Emotionally Smart – Strong social skills with the ability to interact with clients and co-workers with understanding and empathy.

Core User Support Team responsibilities include:

• Processing and tracking of basic orders
• Creation and upkeep of customer asset inventory
• Use of internal knowledge base and process / workflow solutions that allow the team to efficiently respond to a broad variety of client communications support needs
• Daily interaction with vendors and service providers to coordinate the installation of communication services including voice and data circuits, network monitoring, hosted voice and other communications services
• Diligent efforts to track and monitor issues and orders to ensure a timely resolution
• Effective communications using a stakeholder-based communication model involving clients, vendor/carriers, and internal stakeholders
• Operating with a service-centric approach, with resolution of service requests and commitment to service levels as top priorities
• Daily focus on contributing to key metrics of customer satisfaction and quality of service
• Interaction with peers in order to bring leveraged problem solving to client challenges
• Continuous adaptation to new partner products and practices

Skill and Competency Requirements

• Foundational technical knowledge, especially in the Communications / Telecom industry
• Basic knowledge of WAN, LAN, Broadband, voice/video conferencing solutions, IP phone systems, network monitoring preferred
• Keen eye for detail – ability to track multiple on-going pieces of work to completion
• Problem solving and technical troubleshooting skills
• Strong verbal and written communication skills given requirements for significant phone and email-based interaction with stakeholders
• Strong customer service focus and ability to follow up with clients.

Education and Experience

• Post-secondary educational work preferred (technical, community college, etc.)
• IT or technical service desk experience preferred
• Previous roles showcasing customer service and effective communications
• Experience with Microsoft Office tools.

Job Type:

Full-time M-F 8:00 to 5:00

In person:

Iowa Falls, IA

Edina, MN

St Paul, MN

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Technical Service Desk: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: Multiple Locations