Support Specialist * Managed Voice

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 VoIP-related 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

• Bachelor's 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 driver's 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.