Support Specialist – Managed Voice

Job Purpose:

The purpose of the Support Specialist - Managed Voice is to support our VoIP prospects and customers. This position will be a combination of providing support and providing guidance to ensure our customers have the best experience possible using our VoIP solution.

Responsibilities:

• Provide technical support for VoIP systems, including troubleshooting and resolving issues related to voice quality, call routing, and system configuration.
• Monitor VoIP system performance by conducting network testing. Conduct assessments to determine customer environment suitability for VoIP deployment.
• Connect PA systems to our VoIP solution for customers and integrate with other network devices
• Assist customers with a wide range of VoIP-related inquiries such as device setup, feature usage, and network connectivity.
• Diagnose and resolve technical issues, escalating issues to a higher level of support as needed.
• Manage and resolve tickets in a timely manner.
• Document incident resolution processes to improve future support efforts.
• Communicate technical information clearly and concisely to clients with varying levels of technical expertise.
• Miscellaneous job duties as assigned

Requirements:

• High school diploma or equivalent.
• Ability to provide effective remote customer support (via telephone, email, Teams, etc).
• Excellent written and verbal communication skills.
• Functional use of Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to lift and carry or otherwise move 20lbs.
• Ability to multitask and prioritize effectively.
• Ability to work under pressure and tight timelines.
• Valid driver’s license and appropriate auto insurance as dictated by state requirements.
• Access to reliable transportation.

Prefered Qualifications:

• Prior support desk experience.
• Prior VoIP experience
• Prior Telephony experience