Voice Analyst
3 weeks ago
One of our clients is seeking a Voice Analyst to join its 24/7/365 Network Operations Center. The Voice Analyst will be responsible for provisioning and maintaining VoIP related products and serving as an escalation point of technical support for the company’s national voice services platform. The Voice Analyst team is responsible for remote support, installation, and upkeep of the company’s POTS, TDM, and VoIP services.
Voice Analysts will maintain active communication with customers, on-site technicians, carrier service providers, and work directly with Technical Support Engineers and VoIP Engineers to support and troubleshoot voice platforms. They ensure all tickets and jobs are handled promptly and accurately. This is a fully remote position.
Training will be provided on the 1st shift, Monday-Friday from 9am-5pm, EST. After training, the following shift is available:
• 9am-5pm, EST Monday-Friday
Principal Duties and Responsibilities:
• Serve as a primary 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 customers' voice services using the company's custom portal
• Troubleshoot issues with the company’s 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
• Receive incoming calls and respond to emails regarding service troubles or call path changes
• Respond to customers promptly and professionally
• Coordinate proper installation and configuration of voice service components
• Perform other duties and responsibilities as assigned
Knowledge, Skills, and Abilities Required:
• 6+ months experience implementing, troubleshooting, and maintaining VoIP systems
• Ability to multitask, work quickly, and accurately
• Ability to work well in a team-oriented environment and complete individual tasks successfully
• Demonstrated knowledge of telephone networks – POTS, VoIP, and TDM
• Basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP
• Basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)
• Ability to hear ordinary conversations and phone communications
• Able to work at least one weekend day each week
Qualifications, Experience, and Education:
Required:
• Previous relevant technology experience (1 year)
Preferred:
• Associate degree in technology or equivalent experience (2 years)
• Demonstrated technical, leadership, and communication skills
• Experience in hospitality or service provider networks
• Industry-relevant technical training and certifications
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