Voice Analyst

Job Description

We are looking for a Telecommunications Specialist to join our team. In this role, you will be providing technical support for our national voice services platform, including troubleshooting and maintaining VoIP systems. This role offers a contract to permanent employment opportunity and the position is fully remote.

Responsibilities: • Serve as the primary escalation path for field agents with VoIP related dispatches and trouble tickets. • Continuously monitor network devices, interfaces, and trouble tickets for any potential issues impacting our customer's voice services. • Troubleshoot and resolve issues with our voice services and update call paths as necessary. • Communicate 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. • Provide timely and detail oriented responses to customer inquiries. • Coordinate the proper installation and configuration of voice service components. • Implement, troubleshoot, and maintain VoIP systems, working quickly and accurately. • Work collaboratively within a team-oriented environment to complete individual tasks. • Utilize knowledge of telephone networks – POTS, VoIP, and TDM. • Demonstrate basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP. • Display basic understanding of IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.). • Provide superior customer service and resolve customer service issues.• Must have a minimum of 1 year experience as a Telecommunications Specialist

• Proficient in Cisco Voice Over Internet (VoIP)

• Familiarity with Voice over Internet Protocol (VoIP)

• Knowledge in VoIP System and IP Telephony

• Experience in Telephony System and Network Operation Center

• Basic Troubleshooting skills

• Knowledge in ISDN and SIP

• Excellent Customer Service skills

• Ability to Resolve Customer Service issues effectively

• Must provide Superior Customer Service