Customer Support Sr Professional - Telecom - (TX-Del-03r)

Job Category:Customer Services Primary Location:USA-TX: TEXAS-FORT WORTHSchedule:Full-time Job Type:Standard Employee Status:Regular No Job Posting: 2008-08-13Description: The CSC Telecom Expense Management (TEM) organization is responsible for managing and optimizing enterprise data, voice, and wireless services for a number of CSC client accounts TEM is focused on providing a world-class mix of cost, quality and service delivery, and this organization is committed to building a top-tier network team and driving continuous improvement in the standards for performance. This area is also responsible for supporting Network Services across the enterprise for development frameworks, standard operating environments, quality improvements and application operations. Job Summary: Provide high level customer assistance and problem resolution to a wide variety of customers across business areas supported by a multi-customer contact or help desk environment. Responds to non-routine customer calls, email and web inquires providing a single point of contact for report problems, make inquires and obtaining guidance about any or all services provided by the service center. Applies knowledge in one of the following functional areas: financial management, human resources management, procurement, and information technology. Essential Job Functions Review and validate the carrier bills for services such as access circuits, frame relay circuits, Internet circuits, private virtual circuits, ATM circuits, POTS lines, ISDN backup circuits, LD and Toll Free services, cell phones, pagers, etc. Ensure telecommunication vendors bill accurately for services at contracted rates and work with vendors to resolve any billing errors. Responsible for maintaining accurate inventory of all telecommunication invoices, services and assets in the telecom expense management database. Work with finance and accounts payables departments to accrue monthly amounts as needed. Contribute to expense reduction and optimization projects targeting provisioning process and vendor product evaluations as required. Interface with telecommunications vendors and CSC business segments to validate billing and expense. Provides client response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed. Provides client/vendor liaison, conflict and issue resolution. Consults with management and/or business organization management to develop/implement appropriate response/resolutions for complex issues. Monitors customer inquiries, tracks progress and resolution of escalated inquiries. Contributes to a shared knowledge database to track and manage client telecom inventory and facilitate response consistency and document complex issue resolution. Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed. Consults with management and/or business organization management to develop/implement appropriate response/resolutions for complex issues. Assists less experienced staff in developing appropriate responses. Basic Qualifications . Relevant Bachelors degree (Business, Accounting, Finance) or equivalent combination of education and experience. Six or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.) Knowledgeable of telecom vendors and their voice and data products. Development and maintenance of relationships with key vendors and strategic partners. Excellent written and verbal skills in Spanish and English Self starter; fast learner. Good customer service skills. Basic Accounting experience related to paying invoices. Intermediate computer skills in Excel and Access. Other Qualifications Business and analytical problem solving skills. Good communications skills. Ability to work independently. Ability to follow oral and written directions. Ability to understand and apply regulations applying to functional area. Problem solving, diagnostic and analytical skills. Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:None Create Success