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Telecom Analyst



We’re looking for a Telecom Analyst to join Partner Fusion’s TravelPass Group, which is becoming a leader in the travel industry and is recognized among Utah’s fastest growing companies.

The Telecom Analyst will develop and deliver excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness. The position is responsible for working on telecom projects, call center applications and support issues and resolving issues as a member of our team. The right candidate will be personable, enjoy working directly with customers, and have a track record of resolving complex issues under tight deadlines in a production environment.

Responsibilities:

  1. Oversee user management process and implementation for all call center applications
  2. Understand interactive voice response (IVR) strategies and the ability to design and test changes based on business requirements
  3. Review monthly telecom invoices to ensure accuracy
  4. Work with reporting and workforce management team to create and maintain real-time and historical audits of data sources and reports
  5. Monitor all telephony and call center applications
  6. Support new call center application testing and implementation (SMS, Chat, CRM, etc.)
  7. Maintain all phone numbers in all systems
  8. Monitor, identify and make recommendations on correcting any system capacities, performance issues or innovations with the telecom infrastructure and call center applications
  9. Escalate issues when required to the appropriate internal or external resource

Qualifications:

  1. Effective communicator in email, in meetings and on the phone across all levels of business
  2. Ability to create telecommunications documentation
  3. Expertise using Excel, including performing sorting, filter, v-lookup and formula functions
  4. Ability to participate in multiple projects in a dynamic environment
  5. Highly organized with superior attention to detail with the ability to efficiently identify errors, discrepancies and variances, while maintaining data quality and integrity
  6. Experience in a call center environment for 2+ years in administering telecom infrastructure and call center applications

Benefits:

  1. Flexible work arrangements, paid time off and casual dress
  2. Medical and dental insurance benefits