Descripción de la Oferta

GENERAL DESCRIPTION OF POSITION


The VoIP I role is responsible for all front-line support incidents and requests from Spectrum VoIP clients to our Support Center. This role provides quality responses to omnichannel requests for technical support and strives towards same-day resolution while achieving high client satisfaction.

We are looking for someone 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

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answer customer calls and respond to customer requests while maintaining customer satisfaction and KPIs
Recommend call flow changes, network changes, and best practices to customers, partners, and IT professionals.
Offer creative solutions to resolve complex customer requests.
Adhere to schedules, guidelines, and requirements under the Company's set policies and procedures.
REQUIREMENTS

Bachelor's Degree or equivalent work experience
Telephony background preferred
Basic knowledge of protocols including VOIP, TCP/IP, SNMP, FTP/SFTP, HTTP is helpful
Minimum 2 years of previous experience providing Customer Support to customers of various sizes.
Experience with Microsoft products
Knowledge of customer service principles and practices
Working knowledge of any of the below helpful
Changing modem/router/switch settings
VoIP/SIP, UDP/TCP, LAN/WAN, VLAN
Experience with call tracing software (VoIPmon, Wireshark, etc.)
Advanced troubleshooting with VoIP (carriers, outages, call management, call processes, etc.)
SIP knowledge is a plus
Experience in troubleshooting internet/voice circuits
Experience configuring firewalls in networking equipment
Understanding of troubleshooting and setting up VLAN’s
Knowledge of telecommunications and network configuration, installation, and support/maintenance procedures, and processes.
Experience with remote support tools and techniques.
Experience providing remote step-by-step instructions and explaining complex concepts to non-technical customers as well as experience with remote customer training.

QUALIFICATIONS

Must possess excellent customer service work ethic, superior presentation, and critical thinking skills, strong leadership qualities, and personal initiative.
Must possess excellent written, verbal, and interpersonal communication skills including the ability to interact with all levels of management, staff, and the public.
Ability to find creative resolutions to reported issues using heightened listening skills and inventive analysis.
Good organizational aptitude with attention to detail and accuracy.
Ability to consistently meet and exceed key performance indicators

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes