MOHELA is a not-for-profit student loan servicer with about 1.8 million borrowers, $38 billion worth loans in combined portfolios owned by federal government, special entities, and itself. We are a contracted servicer with the Department of Education. We currently have around 340 employees and we are conveniently headquartered in Chesterfield valley, with an operation center in Columbia, Missouri, and an office in Washington, DC . We have been actively providing financial support and other support to Missouri's higher education programs for more than 40 years.
MOHELA is looking for a passionate and skillful Telecom Analyst
MOHELA offers competitive salary and a benefit package that includes paid personal and vacation time-off, insurances for medical, dental, life, short-term disability, 401K plan with dollar-for-dollar match up to 8% of salary, defined benefit pension plan, and tuition assistance.
What You Will Be Doing
The focus of responsibilities for this position is on first level support of the Genesys Pure Connect Phone Systems. Administration activities include auditing, user setups, reviewing billing and run rate to budget, basic maintenance, and daily operational tasks and monitoring oversight of the phone system.
Individual will assist in the help desk resource pool to help in support calls and managing help desk tickets.
Call Center/Service Administration – Administration and setup of new users in MOHELA’s software based phone system (Genesys Pure Connect). This includes basic maintenance and monitoring of the environment
Manage Voice Provider Services/Costs – Audit monthly telecom expenses related to dedicated network circuits, sip trunks, and long-distance invoices for accuracy and approval. Ensure that expenses are tracking with budget and investigate variances.
Telephony technical support – Troubleshoot and resolve telephony system and application issues or work with VARs as necessary. Configure and setup end user sip soft phones and equipment as necessary. Assist and grow in Telephony knowledge for core infrastructure under the guidance of the Sr. Telecom Engineer.
Quality Assurance - Maintain rigorous adherence to defined lifecycle processes and quality implementation objectives. Support Configuration and Change Management processes with ongoing review/validation of system changes/upgrades to support continuous improvement. Audit and track licensure to ensure sufficient capacity is available while ensuring costs are minimized.
Documentation – Update telecom documentation as it relates to system, help desk knowledgebase, and end user as necessary. Must be able to maintain procedural and technical focused diagrams and IVR flows.
Customer Service Focused – Willing to assist in taking phone calls for local and remote end users as necessary for incident management during times of need.
The Experience You Will Bring
2 years minimum communications systems experience in a call center environment. Direct experience and certification(s) with Interactive Intelligence telephony solutions is highly desired. Applied knowledge of communication equipment including PBX, IVR, and Predictive Dialer is preferred
Sound analytical and problem solving skills Must possess the flexibility necessary to effectively perform in a dynamic and constantly changing professional environment. High degree of confidentiality and professionalism, ability to interact effectively with all levels of staff, commitment to service and excellence. Self-direction with the ability to manage multiple projects and responsibilities. Dedication to professional development in the IT field through continuing education, certification, and/or seminar attendance
We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law
To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.
In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1