Level 1 Customer Service, Operations Analyst

Role Overview

• Provide Level 1 technical support for SIP/VoIP services, including troubleshooting call quality, connectivity, and configuration issues
• Gather diagnostic data and perform basic checks using internal systems and tools
• Escalate complex technical issues to Level 2 or engineering teams
• Process standard number porting requests following defined workflows and SLAs
• Communicate with customers regarding porting status and required information
• Maintain accurate records of porting and operational activities
• Act as the first point of contact for customer inquiries and support requests
• Manage and respond to tickets in ticketing systems within agreed timeframes
• Perform routine account checks and identify potential issues
• Follow internal processes and contribute to improving workflows and documentation
• Support compliance-related documentation and operational procedures
• Participate in shift schedules and support business hours coverage

Requirements

• 1+ years of experience in customer service, helpdesk, or operations roles
• Strong communication and customer service skills
• Basic understanding or interest in VoIP/SIP or telecommunications
• Ability to troubleshoot and follow technical procedures
• Familiarity with ticketing systems, CRM tools, or support platforms
• Strong attention to detail and ability to manage multiple tasks
• Willingness to learn and work in a fast-paced environment

Tech Stack

• VoIP