Follow customer processes and standard operating procedures to process the following: Setting up new users / phone lines Decommissioning users / phone lines Setting up new projects Modifying timesheets /phone features Updating approval groups Loading capital tasks - once projects gain financial approval Troubleshooting login issues Provide support to user requests, via teams, chat or e-mail Demonstrate responsiveness and sense of urgency in all customer interactions Research issues by collaborating with other internal resources when a solution is not readily available Keep data clean by following data governance and quality processes, reaching out to managers and above. Supervise automated workflows and help the team finding new process improvement opportunities. Be the subject matter expert of used applications. Identify, escalate and/or redirect priority issues to product owner as needed Stay current with application updates to provide support to our internal customers (the IT Department). Support system and process improvements by managing Telcom lifecycle activities, ensuring compliance, and supporting continuous optimization efforts. Support knowledge management by creating training content, delivering sessions, and promoting effective use of systems and tools. Own and enhance reporting activities by gathering data, analyzing trends, and ensuring accuracy to support internal stakeholders and decision-making. BSc Degree. Experience providing customer support. Proficiency with MS Office (Word, Excel, Visio and PowerPoint). Proficiency with SharePoint. Effective communication skills, including listening, writing, and speaking. Strong analytical, problem-solving, and interpersonal skills. Ability to work independently. Ability to lead training sessions with confidence. Availability preferred for the majority of users located in EST.
