VoIP Support L

GENERAL DESCRIPTION OF POSITION
The VoIP Analyst I role is responsible for all front-line support incidents and requests from Spectrum VoIP clients to our Support Center. This role provides quality response to omnichannel requests for technical support and strives towards same day resolution while achieving high client satisfaction. We are looking for someone who is energetic, bright, and self-confident; someone that can thrive in a fun, fast-paced work environment. This is an entry level position within our Technical Services department and an excellent opportunity to grow your career at one of the best Unified Communications service providers in the country. This position will report to the Manager of Technical Services and located in Plano, TX.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Field incoming customer support requests via telephone in a courteous and professional mannerRespond to assigned tickets/tasks efficiently and quickly to achieve daily and monthly metricsProvide accurate and timely updates to our customers and document through our trouble ticketing systemUse company monitoring tools to assess changes in network health and performance; take appropriate action if an event occursProvide remote customer support for Network/Data services and solutionsManage difficult or emotional customer situations and escalate issues to higher level technicians accordinglyInteract and escalate issues with Spectrum VoIP’s vendors and third-party groupsUnderstand and diagnose issues related to user or account configuration on our UC Platforms • Create and configure accounts or perform moves, adds, and changes for hosted UC VoIP Support L1 accountsProvision Spectrum VoIP supported SIP endpoints, router, and/or telephones to customer specificationsConfigure, update, or troubleshoot carrier side routing and/or forwarding of DIDs • Accurately identify stage of customer account lifecycle and triage requests to appropriate departmentMaintain detailed records of customer interactions, reported issues, and completed solutions along with any further actions required of support or managementEnsure responsibilities are covered/transitioned at the end of shiftAny other duties as assigned by management
REQUIREMENTS
Must be fluent in English (both written and verbal)High school diploma and willingness to learn through on-the-job training1+ years customer service experience, preferably in a call center, technical support or help desk environmentMust have a general understanding of TCP/IP networkingAbility to troubleshoot office network peripherals and systems such as IP cameras, printers, scanners, etc.Experience and skill with end-user IT hardware, installation, and basic configurationMust possess a working knowledge of PC and Mac operating systems as well as Microsoft Office applicationsExpertise in the telecommunication industry a big plusLinux, CentOS, RHEL, Ubuntu knowledge is a plus QUALIFICATIONSMust have exceptional interpersonal and communication skills VoIP Support L1Ability to follow instructions and respond to management directionAbility to address customer requests quickly and effectively, striving for first call resolutionAbility to multi-task in a customer orientated, fast paced, team environment while collaborating with othersAbility to distinguish low impact from high impact issues with little direction