Intrado
- Technical Resource Specialist
At a glance
Location: US-AL-Mobile Map
Posted: 02/07/2020
Closing: 03/06/2020
Degree: 2 Year Degree
Type: Full-Time
Experience: Not Specified
Job description
Intrado is a global provider of communication and network infrastructure services. Intrado helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, Intrado has provided reliable, high-quality, voice and data services. Intrado has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America. 

Intrado’s Client Engagement division is currently hiring a Technical Resource Specialist. Responsibilities include supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures; Serves as direct client contact/ interface on notification technical support issues for notification products and services; Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue.

MAJOR JOB ACCOUNTABILITIES 

Technical Resolution Function - Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures. * Act as a single point of contact on notification technical support issues for notification products and services * Exercise exceptional customer service skills optimizing each contact with the client * Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue ensuring thorough documentation of technical issue * Escalate to management/leadership any situation outside the employee's control that could adversely impact the services being provided * Seek and identify new product, service and feature opportunities with clients during conversations (e.g. appointment reminders, patient balance notifications) * Resolve technical questions from clients, to include a complete analysis of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders * Ensure contacts with clients are thoroughly documented and adhere to departmental guidelines * Interact with other departments, such as engineering and operations to effectively provide a technical resolution to the client ensuring all issues are brought to resolution * Continually keep up-to-date on supported products and services which may include additional classroom and on-the-job training 

Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching in a timely manner * Follow research through until resolution * Document all issues thoroughly maintaining department files * Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services * Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels 

Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that West is providing * Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences * Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner * Maintain current and up-to-date knowledge of clients * Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client * Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions * Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management 

Project Coordination - Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s) * Assign appropriate staff to complete project task(s) * Update project plan as necessary * Monitor progress of tasks ensuring all deadlines are met as scheduled * Provide management with status reports detailing status and timelines * Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file 

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts * Cooperate with team members to meet goals or complete tasks * Provide quality customer service that exceeds customer expectations and improves level of service being provided * Treat all internal/external customers, team members and department contacts with dignity/respect * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided 

Mental and Physical Requirements - - *This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time *Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day *Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day 

Related Duties as Assigned - - * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above * Please contact your local Employee Relations representative to request a review of any such accommodations 

Job requirements
Education 
Associates degree from an accredited college or university in Business Administration, Computer Science, Communications, or related field required. Equivalent work experience may be substituted for educational experience Bachelor's degree from an accredited college or university in Business, Computer Science, Communications, or related field preferred 

Experience 
Minimum 2 years customer service experience in a business to business environment or technical support experience required 
Minimum 1 year of notifications systems or internal notification systems experience preferred 
Minimum 1 year experience working in the healthcare or technical industries preferred 
Time spent in pursuit of an advanced degree (e.g. Junior/Senior year of a Bachelor's, etc.) may be substituted in lieu of equivalent work experience requirements 

Other 
Based on the area of responsibility, the following skills are preferred * Basic knowledge of Microsoft Word, Excel and PowerPoint 

Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.

At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network – based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.

We Connect.  We Deliver.  We are INTRADO.

Applications will be accepted through 02/21/2020.

Equal Opportunity Employer/Veterans/Disabled
Technical Resource Specialist