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VoIP Technical Support Specialist

VoIP Technical Support Specialist

Job Description

Position Overview
The VoIP Technical Support Specialist position is comprised of the following core job responsibilities:
troubleshooting within a VoIP environment (inclusive of unified communications technologies), hosted PBX
feature configuration, addition of services within the hosted environment upon customer request,
documentation of configuration or design elements, and completion of diagnostics and testing as required.
The VoIP Technical Support Specialist is responsible for communication to end users and clients. This
position requires knowledge of hosted PBX features and configuration, telephony and internet technologies, in
addition to excellent written and verbal communication skills.   Essential Job Functions
 Provide client support and technical issue resolution via phone, E-Mail, phone or chat
 Troubleshoot connectivity, quality of service, break/fix, voice quality, and configuration (feature,
services and network) issues within the hosted VoIP environment
 Assist customers with move, add, change requests in Hosted VoIP PBX platforms
 Interact with carriers and ISPs as required to troubleshoot issues involving circuits or DIDs
 Configure and troubleshoot managed routers (Adtran, Edgemarc, Cisco, etc.) and switches
 Design call flow and call routing protocols within the hosted VoIP environment
 Work with the customer to create a design plan for new or add-on services, ensuring integration into
existing environment and configuration

Job Requirements

Qualifications and Requirements
 2 years of customer service experience in a preferably in a technical environment
 Strong desire to learn and succeed in a fast paced environment
 Associate degree in a technical field preferred
 Relevant IT Certifications (MCP, A+, CCNA, etc.) preferred
 Broadsoft certification preferred   Knowledge, Skills and Abilities
 Knowledge of hosted PBX environments inclusive of feature configuration, provisioning, design of call
flow, and management of service packs
 Detailed understanding of the OSI model as well as understanding the basics of IP networking
 Working knowledge of LAN and WAN technologies
 Knowledge of File Servers (FTP, TFTP)
 Knowledge of CRM platforms (i.e., Salesforce, Kayako, Helpspot, and Sugar) preferred
 Knowledge of circuit monitoring platforms preferred
 Excellent written and verbal communication skills required
 Strong technical writing and documentation skills preferred
 Ability to complete assigned tasks effectively and efficiently
 Ability to run traces and call captures preferred
 Ability to read and interpret SIP message flows preferred   7pm – 6am (4 – 10 hour shifts).These individuals do train on days, as they will be exposed to almost all of our clients and we want to set them up for success.  The overnight schedule does also have a shift differential attached, an additional dollar per hour.   Or   For the day shifts, employees can have a start time ranging from 6am to 10am, and they work 5 – 8 hour shifts.  These positions usually support up to five contracts and will receive training on a Monday-Friday schedule.

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 2 Year Degree
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 34697
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VoIP Technical Support Specialist


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