Communication Services Analyst - UMRF Ventures Inc.

Job Title: Communication Services Analyst

Department/Group: Business Division A / Raymond James (RJ)

Reports to: Assistant Manager Raymond James

Classification: Part-time (hourly) non-exempt

Job Description

Role and Responsibilities

The Communication Services Analyst is responsible for troubleshooting telecommunication issues. The Analyst provides telecommunication support working in collaboration with the Client Communication Services Team. They support applications such as Auto Attendant, Avaya (Avaya Aura Messaging, Avaya Aura System Manager, Avaya Site Administration), Nice Engage (Nice QM, NICE On-Prem), Raymond James Box, Verizon Contact Center (ACD/Central), Zoom, CM Configurations, TNS

Key Responsibilities:

• Troubleshoot users' access issues using available resources.
• Communicate effectively with clients through ticketing systems and making outbound calls.
• Communicate technical issues and resolutions to clients, coworkers, and leadership.

Key Accountabilities

• Handle ticket-related tasks on time to meet SLA goals.
• Troubleshoot users' access issues using available resources
• Suggest new content for knowledge base.
• Submit required reporting in a timely manner (e.g., Raymond James Timesheets)
• Follow UMRFV guidelines and
• Follow Raymond James service guidelines.

Skills & Knowledge

• Excellent communication skills
• Excellent typing skills
• Detailed oriented
• Technical knowledge PC and MAC operating systems and MS Office applications

Qualifications and Education Requirements

• Currently enrolled college student
• Customer Service Experience preferred

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