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Description We are seeking a Telecommunications Specialist to join our team. This role presents an opportunity to work remotely as part of our 24/7/365 Network Operations Center. The specialist will be responsible for provisioning and maintaining VoIP related products, serving as an escalation point for technical support and ensuring the smooth operation of our national voice services platform.
Responsibilities:
• Serve as a primary escalation path for field agents with VoIP related dispatches and trouble tickets • Monitor network devices, interfaces, and trouble tickets, ensuring continuous monitoring for issues impacting our customers' voice services • Troubleshoot issues with our voice services and update call paths as necessary • Coordinate with 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, and our Technical Support Engineers and VoIP Engineers • Implement, troubleshoot, and maintain VoIP systems, ensuring all tasks are completed quickly and accurately • Demonstrate knowledge with telephone networks – POTS, VoIP, and TDM • Exhibit basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP • Display basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.) • Be available to work at least one weekend day each week Requirements • Minimum of one year experience in a telecommunications specialist role or similar
• Proficiency in Cisco Voice Over Internet (VoIP) systems
• Strong knowledge of Voice over internet protocol (VoIP) technologies
• Experience with VoIP System and IP Telephony
• Familiarity with Telephony System and Network Operation Center
• Capability to perform Basic Troubleshooting on telecommunication systems
• Understanding of ISDN and SIP protocols
• Exceptional Customer Service skills
• Ability to Resolve Customer Service issues effectively
• Commitment to providing Superior Customer Service
• Applicants must have the legal right to work in the location of the job without requiring must be eligible to work in the U.S. Technology Doesn't Change the World, People Do.®
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