VOC Specialist (Government) at AT&T

Berryville, Virginia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Government, Public SectorIndustries

Requirements

Office presence minimum of 5 days per week at customer's site (Mount Weather, Virginia); no relocation offered
Able/willing to obtain TS clearance (initially Public Trust; active clearance a plus)
Knowledge of H.323, TCP/IP, SIP protocols up to Tier 2 level troubleshooting
Working level experience with common desktop software (Windows) and Microsoft Applications (e.g., Excel, Word)
Excellent verbal and written communication skills; strong phone presence and customer service skills
Willingness to work overtime, shift work, and occasional travel

Responsibilities

Schedule video conferences with remote sites
Accommodate all conferences, establish conferences, maintain VTC schedules, and facilitate periodic test calls
Provide customer interface, first tier support, and troubleshooting
Operate and troubleshoot multi-vendor equipment (e.g., Polycom, Cisco, Pexip, others)
Facilitate third tier call-out, including trouble tickets, installation, and operation of all video teleconference equipment
Other duties as assigned

Skills

VTC

Polycom

Cisco

Pexip

H.323

TCP/IP

SIP

Tier 2 Troubleshooting

Windows

Microsoft Excel

Microsoft Word

Customer Service

AT&T

Telecommunications services including wireless and broadband

About AT&T

AT&T provides telecommunications services, including wireless communications, broadband internet, and digital television, primarily in the United States. Its 5G network offers faster data speeds and more reliable connections, although availability can vary. The company caters to both individual consumers and businesses, offering various subscription plans that include options for unlimited data and bundled services that combine internet, TV, and phone. AT&T generates revenue mainly through subscription fees, device sales, and its streaming service, DIRECTV STREAM, which adds to its diverse offerings. In a competitive market, AT&T distinguishes itself with its extensive service range and strong brand presence.

Dallas, TexasHeadquarters

1876Year Founded

$43.3MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Paid Parental Leave

Adoption Assistance

Disability Insurance

Life Insurance

Employee Assistance Programs

Wellness Program

Employee Discounts

Risks

The customer service guarantee may increase financial liabilities due to compensation for outages.

A recent data breach could damage AT&T's reputation and lead to customer churn.

Resistance to replacing landlines may impact customer retention and satisfaction.

Differentiation

AT&T offers a unique customer service guarantee, setting it apart from competitors.

The company is expanding its fiber network, enhancing broadband offerings in underserved areas.

AT&T's 'Phone-Advanced' device aligns with the trend of replacing traditional landlines.

Upsides

AT&T's fiber network expansion could provide a competitive edge in broadband services.

The new customer service guarantee may attract customers from competitors lacking similar assurances.

Collaboration with The Arc enhances AT&T's brand image through corporate social responsibility.

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