Title: Wireline Order and Incident Analyst (Minnesota and/or Iowa)
Reports To: Wireline IOM Manager

Company Summary

Renodis is a Telecom and Mobility Management Company focused on freeing IT leaders from telecom frustrations — saving money, time and increasing productivity. This is accomplished through innovative process, purpose-built systems, talented people and deep industry relationships. A Saint Paul, Minnesota based company since 2002, Renodis has helped hundreds of organizations with Telecom and Mobility needs.

Position Summary

The Wireline Order and Incident Analyst is responsible for managing incidents, new orders, and change requests as they are received from our clients. Case handling for our clients requires a range of different skills and activities to bring to resolution, depending on the request. The opportunity for significant personal knowledge growth within the communications industry will prove invaluable to the Analyst’s long-term career prospects.

Core User Support Team responsibilities include:

  • Processing and tracking of basic orders
  • Creation and upkeep of customer asset inventory
  • Use of internal knowledge base and process / workflow solutions that allow the team to efficiently respond to a broad variety of client communications support needs
  • Daily interaction with vendors and service providers to coordinate the installation of communication services including voice and data circuits, network monitoring, hosted voice and other communications services
  • L1 and certain L2 support, including interaction and escalations with external service providers (e.g. telecom carriers, telephone, software and service vendors) depending on the need of the incident / service request
  • Diligent efforts to track and monitor issues and orders to ensure a timely resolution
  • Effective communications using a stakeholder-based communication model involving clients, vendor/carriers, and internal stakeholders
  • Operating with a service centric approach, with resolution of service requests and commitment to service levels as top priorities
  • Daily focus on contributing to key metrics of customer satisfaction and quality of service
  • Interaction with peers to bring leveraged problem solving to client challenges
  • Relentless focus on the Renodis mantra of an UN-TELECOM level of service
  • Continuous adaptation to new partner products and practices

Skill and Competency Requirements

  • Foundation technical knowledge, especially in the Communications / Telecom industry
  • Basic knowledge of WAN, LAN, Broadband, voice/video conferencing solutions, IP phone systems, mobile devices, network monitoring preferred
  • Keen eye for detail – ability to track multiple on-going pieces of work to completion
  • Problem solving and technical troubleshooting skills
  • Strong verbal and written communication skills given requirements for significant phone and email-based interaction with stakeholders
  • Strong customer service focus and ability to follow up with clients

Education and Experience

  • Post-secondary educational work preferred (technical, community college, etc.)
  • IT or technical service desk experience preferred
  • Previous roles showcasing customer service and effective communications
  • Experience with Microsoft Office tools

Please direct all inquiries on this position to Kris Hermsen, kris@renodis.com .