Position Summary

The VoIP Analyst I role is responsible for all front-line support incidents and requests from SpectrumVoIP clients to our Support Center. This role provides quality response to omnichannel requests for technical support and strives towards same day resolution while achieving high client satisfaction.

We are looking for someone who is energetic, bright, and self-confident; someone that can thrive in a fun, fast-paced work environment. This is an entry level position within our Technical Services department and an excellent opportunity to grow your career at one of the best Unified Communications service providers in the country. 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
  • Provide accurate and timely updates to our customers and document through our trouble ticketing system
  • Use company monitoring tools to assess changes in network health and performance; take appropriate action if an event occurs
  • Provide remote customer support for Network/Data services and solutions
  • Manage difficult or emotional customer situations and escalate issues to higher level technicians accordingly
  • Interact and escalate issues with SpectrumVoIP’s vendors and third-party groups
  • Understand and diagnose issues related to user or account configuration on our UC Platforms
  • Create and configure accounts or perform moves, adds, and changes for hosted UC accounts
  • Provision SpectrumVoIP supported SIP endpoints, router, and/or telephones to customer specifications
  • Configure, update, or troubleshoot carrier side routing and/or forwarding of DIDs
  • Accurately identify stage of customer account lifecycle and triage requests to appropriate department
  • Maintain detailed records of customer interactions, reported issues, and completed solutions along with any further actions required of support or management
  • Ensure responsibilities are covered/transitioned at the end of shift
  • Any other duties as assigned by management

Skills/Qualifications

  • Must be fluent in English (both written and verbal)
  • High school diploma and willingness to learn through on-the-job training
  • 1+ years customer service experience, preferably in a call center, technical support or help desk environment
  • Must have exceptional interpersonal and communication skills
  • Ability to follow instructions and respond to management direction
  • Ability to address customer requests quickly and effectively, striving for first call resolution
  • Ability to multi-task in a customer orientated, fast paced, team environment while collaborating with others
  • Ability to distinguish low impact from high impact issues with little direction
  • Must have a general understanding of TCP/IP networking
  • Ability to troubleshoot office network peripherals and systems such as IP cameras, printers, scanners, etc.
  • Experience and skill with end-user IT hardware, installation, and basic configuration
  • Must possess a working knowledge of PC and Mac operating systems as well as Microsoft Office applications
  • Expertise in the telecommunication industry a big plus
  • Linux, CentOS, RHEL, Ubuntu knowledge is a plus
  • Any certifications such as A+, N+, MCP, MCSA/MCSE, CCNA certifications are a plus