H&R Block Hiring for Telecom Analysts-REMOTE Job at Kansas City, MO Full Time

Provide phone and internet support for our retail tax offices, enabling end users to operate efficiently and effectively. Utilize vendors, knowledge base, personal knowledge, and computer systems to track and resolve user incidents and requests.

Day to day you’ll

• Maintain phone equipment inventory and phone line inventories including but not limited to line features (Call forwarding, voicemail, hunt lines, VoIP DID’s).
• Maintain broadband inventories (Type of connection and speed).
• Order new phone systems for offices and coordinate installation including SIP, SIP & Teams hybrid or analog telephone adapter Coordinate the removal and/or relocation of phone systems and TN inventory from closed offices.
• Coordinate all requests for voicemail systems, remote call forwarding and call forwarding.
• Order broadband connectivity for offices and coordinate installation.
• Order Wireless devices and maintain inventory.
• Review/audit phone line billing to ensure accuracy of the office inventory.
• Review and audit broadband billing and wireless billing to ensure accuracy.
• Work closely with Field Technology Managers to inspect office phone lines and equipment during pre-season activities to ensure office readiness.
• Troubleshoot and consult with various vendors, service carriers, Retail Managers, Field Managers, technicians and office staff to analyze and resolve telecom issues.
• Maintain, troubleshoot and support telephone systems/lines in company-owned field offices by phone and e-mail. Coordinate between vendors, office staff and field technicians to accomplish resolution.
• Audit phone lines to ensure compliance with company phone line standards including 911 rules and regulations.
• Ensure regular communication with Retail Managers and Field Technology on support issues and needs.
• Audit internet costs to eliminate duplicates and investigate cost variances.
• Provide technical documentation on infrastructure and telecommunications related procedures.
• Train associates on phone system/line features.
• Monitor email and Salesforce tickets for all telecom technical issues.
• Possess basic Cable/ Fiber modem and router knowledge to troubleshoot connectivity issues.
• Establish and maintain relationships with vendors including but not limited to major and smaller phone service providers.
• Establish and maintain relationships with local and national phone system installers.
• Coordinate phone wiring installation between vendors, field managers and technology managers.

It would be even better if you also had…

• Experience in retail-oriented businesses
• Experience with Microsoft Teams phone systems

What you’ll bring to the team…

Education:

• High school diploma or equivalent

Work Experience:

• 2 years minimum related work experience in telecom/networking
• 2 years minimum experience in customer service
• Demonstrated ability to work remotely
• Utilizing Microsoft Outlook, Excel, Word
• Demonstrated willingly to clearly and thoroughly document procedures, problems and solutions
• Ability to use effective customer service techniques with clients who may be aggressive or under stress.
• Ability to make independent decisions, effectively prioritize time, and assume complete responsibility for work.
• Self-motivated, detail oriented, good interpersonal skills, and adaptable to change.
• Demonstrated analytical and problem-solving skills
• Demonstrated ability to successfully maintain follow-up procedures.
• Ability to balance what are often competing priorities between various customers.
• Utilizing ticketing systems and telecom portal tools

About H&R Block…

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.

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