Description

We are offering an opportunity for a Telecommunications Specialist to join our team. This role mainly revolves around provisioning and maintaining VoIP related products and serving as an escalation point for technical support in our Network Operations Center. This is a remote position that's contract to permenant in employment.

Responsibilities:

• Provide primary escalation for field agents with VoIP related dispatches and trouble tickets.

• Monitor network devices, interfaces, and trouble tickets for continuous monitoring of potential problems impacting customers' voice services.

• Troubleshoot issues with our voice services and update call paths as necessary.

• Liaise with carriers and vendors to open new trouble tickets, schedule dispatches, and stay updated on existing trouble tickets.

• Handle incoming calls and respond to emails regarding service troubles or call path changes in a prompt and detail oriented manner.

• Coordinate proper installation and configuration of voice service components.

• Implement, troubleshoot, and maintain VoIP systems.

• Work closely with Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms.

• Maintain active communication with our customers, on-site technicians, and carrier service providers.

• Ensure all tickets and jobs are handled quickly and accurately from start to finish.

Requirements

• Minimum of 1 year of experience as a Telecommunications Specialist or in a related field.

• Proficient in POTS

• Experience with IP Telephony and Telephony System operations.

• Familiar with Network Operation Center processes and procedures.

• Basic Troubleshooting skills are necessary for this role.

• Knowledge of ISDN and SIP protocols.

• Proven track record in Customer Service and ability to Resolve Customer Service issues.

• Experience in providing Superior Customer Service is a plus.

• Ability to work independently and as part of a team.

• Excellent communication skills, both verbal and written.

• Strong problem-solving and analytical skills.

• Must have a customer-oriented mindset.

• Proficient in Microsoft Office Suite.

• Must be willing to learn and adapt to new technologies and tools related to telecommunications.

• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or a related field is preferred.

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