Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation.
Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations.
Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime.
Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base.
Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements.
Translate technical details into clear, understandable information for non-technical stakeholders and users.
Proactively identify opportunities to innovate and improve current communication workflows and systems.

Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly.
Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues.
Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs).
Foundational understanding of basic networking concepts relevant to voice communications.
Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders.
Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts.
History of delivering quality work autonomously with a proactive approach to communicating risks and solutions.
Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving).
Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach.

Technical Support Specialist, VOIP

Key skills