Key skills
VoIP
About this role
Role Overview
- Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures.
- Ability to answer general questions and assist Customers and Partners regarding account status, portal access, account cancelations, address validation, billing inquires, and general order services.
- Assist Customers and Partners with troubleshooting SIP Trunk configurations, troubleshooting and reviewing SIP messages and assign Customer SIP Credentials.
- Assist Customers and Partners with troubleshooting Messaging (SMS/MMS).
- Troubleshoot device connectivity and failover status for Managed SIP Trunking Customers.
- Assist with identification verification and monitoring for International & Domestic Fraud.
- Review customer requested CNAM presets.
- E911 Endpoint review and configuration.
Requirements
- Bachelor's degree or equivalent work experience preferred
- At least 1 year experience in a customer-facing role
- Knowledge of and exposure to networking and voice technology (VoIP/SIP/LAN/WAN)
- Excellent analytical, troubleshooting, and customer service skills (written and verbal)
- Ability to quickly learn and adapt in an ever-changing environment
- Experience with helpdesk, ticketing software, and troubleshooting tools
Tech Stack
- VoIP
Benefits
- Competitive industry salaries
- Comprehensive medical, dental, and vision insurance
- Company-provided life and disability insurance
- Matching 401 (k) plan
- Employee Emergency Assistance Fund
- Paid holidays and vacation time