Support Specialist � Managed Voice
Support Specialist � Managed Voice
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Purpose
The purpose of the support specialist 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 VoIPrelated inquiries such as device setup feature usage and network connectivity.
- Troubleshoot escalated Level I and Level II issues and tickets; ensure customer need is handled within company standard timeline.
- Monitor tickets escalated to Level III support engineers to ensure timely resolution.
- Document incident resolution processes to improve future support efforts.
- Design and implement new processes to improve efficiency and overall customer satisfaction.
- Communicate technical information clearly and concisely to clients with varying levels of technical expertise.
- Maintain a high level of customer service for all support queries.
- Provide VOIP Troubleshooting and Resolution Training for Elevity Level I Support Engineers.
- Miscellaneous job duties as assigned.
Requirements
- Bachelors Degree or equivalent work expereince.
- 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.
- Prior network troubleshooting experience
- Ability to lift and carry or otherwise move 20lbs.
- Ability to multitask and prioritize effectively.
- Ability to work under pressure and tight timelines.
- Valid drivers license and appropriate auto insurance as dictated by state requirements.
- Access to reliable transportation.
Preferred Qualifications
- Prior support desk experience.
- Prior VoIP experience
- Prior Telephony experience
Working Conditions
- Work is normally performed in a typical interior/office work environment
- No or very limited exposure to physical risk.
Required Experience:
Unclear Seniority
Employment Type
Full Time
