Voice Analyst

Job Description

We are seeking a Telecommunications Specialist to join our team in Holland, Ohio. This role is a contract to permanent, offering the opportunity to provide technical support for our national voice services platform, specifically focusing on VoIP related products. This position is fully remote and responsibilities include maintaining active communication with our customers, on-site technicians, and carrier service providers.

Responsibilities:

• Serve as an escalation path for field agents with VoIP related dispatches and trouble tickets

• Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers' voice services

• Troubleshoot issues with our voice services and update call paths

• Contact carriers and vendors to open new trouble tickets, schedule dispatches, and stay up-to-date on existing trouble tickets

• Respond to incoming calls and emails regarding service troubles or call path changes in a timely and detail oriented manner

• Coordinate the proper installation and configuration of voice service components

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

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

• Implement, troubleshoot, and maintain VoIP systems

• Provide superior customer service, resolving customer issues efficiently.• Minimum of 1 year experience working as a Telecommunications Specialist or in a similar role.

• Proficient in Cisco Voice Over Internet (VoIP) and other VoIP systems.

• Experienced in IP Telephony and Telephony System operations.

• Familiarity with Network Operation Center protocols and procedures.

• Ability to perform Basic Troubleshooting in telecommunication systems.

• Knowledge of ISDN and SIP protocols.

• Excellent customer service skills with a proven track record in resolving customer service issues.

• Superior customer service skills, with the ability to communicate effectively with both technical and non-technical users.