Position Summary

The VoIP Analyst II works as a member of the company's Technical Support Team providing Tier I and II technical assistance to SpectrumVoIP’s clients, partners, and internal employees. You will be responsible for managing escalated support cases regarding the company's hosted Unified Communications and Contact Center platforms. In this role you will provide guidance to Tier I associates and work collaboratively with fellow team members to take a holistic approach to customer technical support issues.

This position will report to the Manager of Technical Services and located in Plano, TX.

Essential Duties and Responsibilities

  • Field incoming customer support requests via telephone in a courteous and professional manner
  • Respond to assigned tickets/tasks efficiently and quickly to achieve daily and monthly metrics
  • Understand and diagnose issues related to user, network, and/or security settings, server administration, hardware/software failures.
  • Interact and escalate issues with the company's vendors and third-party groups
  • Specialize in working issues for the company's Unified Communications solutions
  • Manage and troubleshoot, high profile and difficult technical issues while achieving customer satisfaction
  • Provide accurate and timely updates to customers and management on the status of urgent and high-profile issues
  • Accurately document and update support interactions in the company's ticketing system (Zendesk)
  • Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimization
  • Develop and maintain training for team members for their professional growth and expertise
  • Participate in on-call rotations to include nights, weekends, holidays
  • Any other duties as assigned by management

Skills/Qualifications

To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.

  • Must be fluent in English (spoken and written)
  • Associates Degree or equivalent experience
  • 2+ years’ experience working with VoIP
  • 3+ years’ experience in a technical support environment
  • Must have exceptional interpersonal and communication skills
  • Fast learner with ability to self-teach and dig through documentation
  • Hold an industry recognized certification for networking (CCNA/NCIA/Net+)
  • Linux administration experience preferred with exposure to the following: Apache, MySQL, SMTP, IPTABLES
  • Deep understanding of SIP routing and VoIP protocols and their key quality metrics (Delay, Jitter, packet loss)
  • Working knowledge and understanding of service management principles (incident, problem, change management)
  • Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills