Communication Services Analyst

Job Title: Communication Services Analyst

Department/Group: Raymond James (RJ)

Reports to: Manager IAM and Risk Assurance Operations

Classification: Part-time (hourly) non-exempt 

Role 

The Communication Services Analyst is responsible for troubleshooting telecommunication issues. The Analyst provides telecommunication support working in collaboration with the Client Communication Services Team. They support applications such as Auto Attendant, Avaya (Avaya Aura Messaging, Avaya Aura System Manager, Avaya Site Administration), Nice Engage (Nice QM, NICE On-Prem), Raymond James Box, Verizon Contact Center (ACD/Central), Zoom, CM Configurations. 

Key Responsibilities 

• Troubleshoot user access issues using available resources to ensure the secure use of telecommunication services. 

• Communicate technical issues, solutions, and updates effectively to clients, coworkers, and leadership via ticketing systems, email, chat and other channels. 

• Handle ticket-related tasks promptly to meet SLA goals and ensure customer satisfaction. 

• Proactively suggest new content and enhancements for the knowledge base to improve internal documentation, ensuring it is accurate, efficient, and of high quality.  

• Adhere to company policies, including UMRFV guidelines and Raymond James service standards. 

Additional responsibilities:  

• Additional responsibilities are defined between the Assistant Manager and the employee depending on company needs. 

Competencies 

• Communication skills 

• • Written and verbal 

• Drive for results 

• Problem solving 

• Attention to detail 

• Multitasking 

• Technical knowledge and learning 

• • Windows operating system, Zoom, and MS Office applications (Outlook, Teams, etc.) 

• • Excellent typing skills 

Qualifications and Education Requirements 

• Currently enrolled college student 

• Customer Service Experience preferred