First point of contact for the Universitycommunity regarding voice and data needs. Research and evaluate customer needsfor related services. Provide support and assistance to customer and fellowteam members.
ITSM Voice Services is responsible forprocessing all voice orders and first line support for voice customers in theuniversity and medical center. The Team consists of associate project managerswho manage large voice projects and technical support specialists who staff therepair line and provide tier 1 support for all VUIT voice products. The team isalso responsible for order entry and customer consultations, call centerworkflow design and implementation.
Key Functions and Expected Performance
Telephone Repair Line
TheTSS are responsible for answering the Telephone Repair line, this includes overthe phone troubleshooting with customers, assisting with order placementthrough eProcurement for VUMC staff or SerVU for VU staff. Staff now have twoprocesses to follow based on whether the customer is a University customer orMedical Center customer.
Createtrouble tickets in Pinnacle, texting the ticket to the repair technician toexpedite the delivery of the ticket to the technician.
TheTSS' are first tier support for questions with GNAV & Voice Mail CallProcessors along with Response Groups. They engage Partner Support whennecessary.
Theyanswer inquiries as to status of orders.
Theysupport customers after the APM staff have implemented major projects.
Theyanswer calls from customers from Remote sites for issues related to Skype forBusiness phones and NEC phones.
The TSS' also answer questions about faxmachines not functioning properly both on campus and at remote clinics; attimes this can generate a trouble ticket to AT&T for remote clinic supportfor 1-FB lines.
Daily Work Orders
TheTSS' receive all orders from the University and the Medical Center via theshared mailbox to VUIT; they compose the daily order assignment list for theappropriate APM for assignment and distribution. They post the order assignmentlist on our SharePoint as well.
TheTSS' process all daily technical orders consisting of quantity of five andunder orders.
TheTSS' process voice mail orders for standard mailboxes, shared mailboxes andinformation mailboxes. They send User Guides with necessary set up information.They also trouble shoot issues with Call Processors and escalate to Tier twosupport when necessary.
TheTSS' process V-Net Long Distance orders for additions and deletions and assistwith how to use the V-Net code. They process large House staff orders (500)each summer for incoming residents. They delete the previous years as well.
ChangeLync User orders. They process all onetime orders such as headsets, line cords,and accessories.
This position doesnot have supervisory responsibility; the position reports functionally andadministratively to the IT Project Manager for Voice and Data Services.
Bachelor'sdegree or equivalent experience necessary
3years telephony support experience necessary
5years telephony support experience preferred
Competencywith Microsoft Office applications Word and Excel necessary
Familiaritywith Microsoft Outlook and Skype for Business necessary
Familiaritywith SharePoint preferred
Familiaritywith Pinnacle preferred
About Vanderbilt University
Vanderbilt University, located in Nashville, Tennessee, is a top-15 private research university offering a full range of undergraduate, graduate and professional degrees. Vanderbilt is situated on a 330-acre campus near the thriving city center, serving more than 12,000 students and employing almost 7,000 faculty and staff. The university's students, staff, and faculty frequently cite Nashville and the surrounding area as one of the many perks of being a part of the Vanderbilt community. Vanderbilt University is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. It is a place where your diversity is sought and celebrated. Vanderbilt was recently named as one of "America's Best Large Employers" and the top employer in Tennessee and the Nashville metropolitan area in 2019 (Forbes).
About Vanderbilt Benefits
Vanderbilt University offers a competitive, flexible benefits package including health, dental, vision, life, accidental death & dismemberment, disability insurance, paid time off, and a 403(b) retirement plan with employer match. Vanderbilt offers tuition assistance to employees, spouses, and dependent children.
Commitment to Equity, Diversity and Inclusion
Vanderbilt University is committed to achieving the goal of a diverse and inclusive academic community of faculty, staff, and students. We seek individuals who are committed to this goal and our campus values.
Internal Number: 1901587
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.