Telecommunications Customer Service Jobs (NOW HIRING)

Requisition No: 881203 

Agency: Management Services

Working Title: TELECOMMUNICATIONS SPECIALIST III - 72001508

 Pay Plan: Career Service

Position Number: 72001508 

Salary:  $47,954.92 

Posting Closing Date: 09/02/2026 

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Telecommunications Specialist III

Division of Telecommunications/Customer Service

State of Florida Department of Management Services

This is an on-site position located in Tallahassee, FL.

Position Overview and Responsibilities:

The incumbent to this position is responsible for the day-to-day Network Operational Center (NOC) Support workgroup within the Telecommunications/Customer Service workgroup. The incumbent performs SUNCOM service/product incidents, service monitoring, processing new service delivery orders, Customer support administration, competence development, and perform other duties, as required.

Apply knowledge of the Telecommunications/Customer Service rules, policies, plans, regulations and procedures in trouble shooting/ monitoring SUNCOM services. Working with the vendors to fix the trouble and relate information to SUNCOM customers. Telecommunications as assigned.

SUNCOM Service/Product Incidents

• Service Problem Resolution and Restoration
• Service Provider Coordination for Problem Resolution and Restoration
• Customer Escalation
• Vendor Management

Service Monitoring

• Operationalization for ordering, inventory, and billing for new services
• Customer Needs Analysis
• Service Recommendation
• Order Validation
• Order Initiation with Service Provider
• Order Coordination
• Order Tracking

Prepare orders in CSAB forms when necessary for network features and facilities when directed by engineering staff or supervisor with few clerical errors and few technical errors. Review own work for accuracy.  Approve forms on behalf of Telecommunications/Customer Service.  Use the automated systems to process existing requests and to prepare new requests.

• CSAB Customer Training
• CSAB Vendor Training
• Disconnect Coordination
• Customer Management
• Inventory Management

Be ready to meet with customers and vendors as request. Maintains documents and reports as necessary to substantiate and verify activities pertaining to the SUNCOM network. 

• Customer Account Management
• New Customer Identification
• Service Promotion

Competence Development

• Transfer competence to other telecommunications specialists
• Attend classes, seminars and meetings as directed
• Develop and maintain a working knowledge of the systems deployed to deliver SUNCOM services
• Develop and maintain a working knowledge of all procedures and processes implemented to maintain the availability of SUNCOM services

Other duties as assigned. Review forms submitted by others for processing and determine if requests are justified.  Discuss forms with preparer, if necessary and complete own actions regarding form in an expedient manner.  Approve valid requests on behalf of Telecommunications/Customer Service.

Knowledge, Skills, and Abilities:

• Knowledge of advanced Telecommunications terminology and procedures.
• Ability to communicate effectively orally and in writing with vendors, peers, supervisors, technical staff, and users.
• Ability to verify data for accuracy and completeness.
• Ability to make decisions and work independently.
• Ability to work collaboratively in a team environment, and to establish and maintain effective working relationships.
• Ability to complete work assignments on time and work with other technical staff
• Ability to provide excellent customer service to internal and external customers.
• Ability to research, evaluate and resolve customer issues and other problems in a professional manner.
• Ability to determine priorities.
• Ability to make timely and accurate decisions during normal operating conditions and critical situations.
• Ability to apply rules, regulations, policies and agency procedures. Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

Minimum Qualifications:

• At least three years' work experience in telecommunications.

• Skill in operating a variety of online processing systems.

Preferred Qualifications:

• A bachelor's degree in Information Technology, Computer Information Systems, or related field.
• Experience managing telecommunications projects.
• Experience with Microsoft Office Suite (Word, Excel, Access, PowerPoint).

Working Hours:

Daily from 8:00 to 5:00. Total hours in workweek 40. Overtime hours and on call may be required.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Tom Berger and DMS' Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida's state government. It is against this backdrop that DMS strives to demonstrate its motto, "We serve those who serve Florida."

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our agency recruiter for guidance and answers to questions through the following provided email addresses:

DMS.Ability@dms.fl.gov

DMS.Veterans@dms.fl.gov.

An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. For purposes of requesting reasonable accommodations, as mentioned above, the agency hiring authority is the DMS Human Resources office, which the candidate can reach at (850) 488-2707.

Successful completion of background screening will be required for this position.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS' PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans' Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.