VOIP Support Technician

2 months ago

Albany, United States Invision Technologies Full time
This is a full-time position based in Albany, Ga. 

Position SummaryInvision Technologies, LLC is looking for additional VOIP Support Technicians to join our team. The ideal candidate exemplifies exceptional customer service while possessing the skills, knowledge, and aptitude to fully support our growing VoiceConnect phone service offering. The VOIP Support Technician is the first point of escalation for support requests related to VOIP hardware, faxing, and back-end programming. Qualified candidates must have the ability to communicate with clients and co-workers at both technical and non-technical levels. Ideal candidates are self-directed, great on the telephone, organized, a great communicator, and consistent in maintaining our high-quality standards. The desire and drive to build and maintain customer relationships is a key function of this role. This candidate must also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations.

We have found that our most successful team members have come from various backgrounds, but they all share these common traits… strong commitment to customer service, an innate “can do” attitude, and loving the thrill of successfully overcoming obstacles and providing solutions. Sound like you?
Responsibilities & Duties:
  • Setup and deploy VOIP phones and configure back-end domains per client needs
  • Routine maintenance and service requests such as moves adds, and changes to VOIP equipment and programming
  • Create and conduct VOIP hardware and software training with clients
  • Troubleshoot and repair various VoIP hardware and software
  • Oversee and manage client faxing needs, issues, and troubleshooting
  • Work with Telecom carriers as it relates to investigating issues, obtaining service, troubleshooting, porting, etc.
  • Ensure quality services are performed to the agreed SLA
  • Offer our clients a true “white-glove” support experience and exceed their expectations
  • Work with counterpart technicians to schedule and follow up on outstanding issues
  • Create and maintain thorough documentation and configurations within company tools 
  • Interface with third-party vendors as a liaison between client and vendor
  • Other duties as assigned

Knowledge, Skills & Personal Qualities:
  • Demonstrate excellence in customer service
  • Excellent communication skills 
  • Knowledge of VoIP systems and IP Protocols
  • Entry-level to mid-level network troubleshooting and documentation
  • Familiarity with WAN and LAN systems.
  • Ability to identify simple to complex problems and analyze them for triage or solution
  • Demonstrate problem-solving strategies and practical knowledge
  • Ability to diagnose and resolve issues balancing research, troubleshooting, and standard procedures
  • Working knowledge of computer systems, including hardware, software, OS, and peripherals
  • Demonstrated ability to work in a fast-paced environment
  • Time management, organization, and communication are vital
 Required Qualifications:
  • A high school diploma or equivalent required
  • Exceptional written and verbal communication skills
  • Ability and desire to learn and adapt quickly
  • Exceptional customer service skills
  • Attention to detail

Preferred Qualifications:
  • Advanced level degree or certifications desired
  • Managed Service Provider experience
  • Use of PSA/Ticketing system experience
  • Experience as a tier 1-2 IT Support Specialist or related VOIP/telephony position
  • Working knowledge of O365

Benefits:
  • Comprehensive health care plan including options for Dental, Vision, and ST/LT Disability
  • Employer-provided life insurance at no cost to the employee
  • 401k retirement plan with company matching contribution; employees may participate after completing 1 year of service
  • Monthly mobile phone stipend 
  • Career path after 6 months to outline future career growth
  • Eighteen days of paid time off annually
  • Salary commensurate with experience

Disclaimer:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees.

About Invision Technologies:

Invision Technologies is a regional technology management firm serving small and medium businesses. We serve the community by empowering our clients to do what they do best and ensure their technology works for them to accomplish their goals. We support data, telephone, low-voltage, and security networks. If it runs over IP…we support it. We are a close-knit, community-oriented team and we look forward to speaking with you Check us out at www.invtech.com.

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