Telecom Specialist I​/Ii​/Iii

Please see Special Instructions for more details.

Central Michigan University is dedicated to fostering an environment that is reflective of the communities we serve. We are especially interested in highly qualified candidates who will advance and promote CMU's mission, vision, and leadership standards.

You must submit an on-line application in order to be considered as an applicant for this position.

Cover letters may be addressed to the Hiring Committee.

Posting Number

Posting Number S-3956

Position Number

Position Number 75200

Type of Recruitment

Type of Recruitment External

Position Title

Position Title TELECOM SPECIALIST I/II/III

Responsible for administrative and technical planning for services provided by CMU sub-divisions Unified Communications, OIT and CONNECT / OIT . Duties include programming of a variety of complex communication and security services and other departmental operations and special projects, as assigned. Duties also include providing a high-level customer service experience to all constituents, maintenance of the billing system database and assisting with the management of CMU student employees.

Other key aspects of work at this level include a high degree of independence and latitude to make decisions regarding customer credit, decisions regarding the best service plan for a customer, and decisions regarding work assignment prioritization.

(ST-1) Telecom Specialist I:
High school diploma or GED .
One year of professional experience.
Knowledge of Microsoft Office Suite.
Experience working with customers or in a customer service industry.
Experience using spreadsheets.
Demonstrated ability to work with discretion.
Demonstrated organizational skills with strong attention to detail.
Demonstrated ability to manage multiple projects and meet deadlines with assistance.
Demonstrated ability to accurately perform work assignments and construct documents.
General knowledge of VoIP telephony.
General understanding of standard and multi-line telephone features.
Demonstrated positive interpersonal skills.
Demonstrated ability to communicate effectively and project a positive attitude.

(ST-2) Telecom Specialist II:
All of the qualifications of Telecom Specialist I, plus;
Three years of related telecommunications experience of a qualifying nature.
Experience using databases.
Experience coordinating the work of students or interns.
Demonstrated ability to independently manage multiple projects and meet deadlines.
Thorough knowledge of VoIP telephony.
Thorough understanding of standard and multi-line telephone features.

(ST-3) Sr. Telecom Specialist:
All of the qualifications of Telecom Specialist II, plus;
Five years of related telecommunications experience of a qualifying nature.
Demonstrated ability to work independently and employ project management skills to organize multiple projects and meet deadlines.
Skilled as a solution architect for VoIP telephony.
Extensive experience creating complex voicemail trees with scalability.
Extensive experience with hunt pilots, call handlers, call routing, and call management.

(ST-1) Telecom Specialist I:
One year of related telecommunications experience of a qualifying nature.
Experience coordinating the work of students or interns.
Experience with Microsoft Office Suite, ERP , and updating database information.

(ST-2) Telecom Specialist II:
Knowledge of ITSM and call accounting software.
Experience providing customer training, or generating and presenting solutions to customers.

(ST-3) Sr. Telecom Specialist:
Project management experience.
Solution architect experience.

(ST-1) Telecom Specialist I:
Assists customers with cell phone services; verifies accuracy of billing and assists customers with billing issues.
Handles requests for service, transfer of service, and loaners for cell phones.
Handles customer billing and phone service issues; explains various charges and application of those charges.
Generation of service orders and technical support orders for phone and data services.
Utilizes ITSM software to track phone order or request status.
Utilizes call accounting software to enter customer and billing information.
Handles the most basic adds, moves, changes requests for VoIP devices.

(ST-2) Telecom Specialist II:
All of the duties of Telecom Specialist I plus;
Programs VoIP and cellular devices and features using Cisco Unified Communication Manager, or appropriate software.
Instructs users on utilization and availability of phone features and options on users phones.
Personal voicemail programming.
Instructs users on setting up and using voicemail services.
Activates and deactivates 800 numbers; sets-up new on-campus and off-campus 800 number accounts.
Analyzes bills for video conference room, software and equipment resale, mediated projects, multi-media projects, technical (computer) repair, development services and all other OIT services and coordinates with all these areas of OIT to verify that…