Voice Service Specialist

3 days ago


Charlotte, North Carolina, United States Vaco Full time
About the Role

We are seeking a skilled Voice Analyst to join our 24/7/365 Network Operations Center. This role is responsible for the provisioning and maintenance of 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 Velocity's POTS, TDM, and VoIP services. Our team ensures active communication with customers, on-site technicians, carrier service providers, and collaboration with Technical Support Engineers and VoIP Engineers to support and troubleshoot voice platforms.

Key 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 our customers' voice services using our 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 in an expeditious and professional manner
  • Coordinate proper installation and configuration of voice service components
  • Other duties and responsibilities, as assigned
Requirements
  • 6 months experience implementing, troubleshooting, and maintaining VoIP systems
  • Ability to multitask, working quickly and accurately
  • Work well in a team-oriented environment, successfully completing individual tasks
  • Demonstrated knowledge with 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
Preferred Qualifications
  • Previous relevant technology experience (1-year)
  • 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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