Communications Account Representative
Job Description
The Communications Account Representative will provide front-line customer support for departments, students and non-student private customers for university voice, data, video and special circuit needs, as well as their cellular phone needs, as applicable. In this position, the representative will:
- Act as a liaison between Network Infrastructure & Services (NI&S) and customers
- Work with NI&S Communication Liaisons to help identify their telecommunications needs and customize well established solutions to meet their telecommunications needs and objectives
- Translate customer requests into the technical terminology needed to fulfill the request when creating telecommunication service orders
- Work with cellular vendors to order cellular services and equipment for University faculty and staff
- Assist with determining availability of telecommunications resources prior to installation of services
- Assist with receiving, verifying, and tracking departmental service requests and associated service orders to help ensure prompt delivery of services
- Assist other staff members with more complex service requests as needed
- Provide front-line support to students for account needs
- Provide walk-in technical support to students, faculty and staff for connecting to the campus wireless network, as well as other NI&S services
- Contribute to the development and distribution of all correspondence and publicity for NI&S Customer Service
- Participate in New Student Orientation, Transfer Student Orientation, and International Student Orientation
- Offer input when needed
Required Qualifications
- High school diploma required
- Ability to communicate effectively with a variety of individuals and provide excellent customer service
- Able to obtain, interpret and relay verbal and written information in an effective and efficient manner
- Ability to handle very large volumes of work while maintaining high attention to detail and extreme accuracy
- Ability to critically evaluate large volumes of requests in a team environment
- Ability to work independently
- Proficient with applications such as word processing, spreadsheets, database applications, and electronic mail in a networked environment
- Interest to learn and provide minimal technical support to customers
Preferred Qualifications
- Two or a four year degree
- Experience working in a customer service environment
- Basic knowledge of telecommunications/network service offerings
- Experience in an educational environment
- Experience with a help desk
- Working knowledge of voice, video, and data services
Pay Band
3
Review Date
October 23, 2019
Additional Information
The successful Candidate will be required to have a criminal conviction check
About Virginia Tech
Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT—serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
If you are an individual with a disability and desire accommodation please contact the hiring department.