Voice Analyst

Job DescriptionJob DescriptionWe are offering a contract to permanent employment opportunity for a Voice Analyst. As a Voice Analyst, you will be a crucial part of our team, working remotely to support and troubleshoot our voice platforms and maintaining active communication with our customers. Your role will involve managing VoIP related products and providing technical support for our national voice services platform.
Responsibilities: • Serve as an escalation point for technical support related to VoIP dispatches and trouble tickets. • Monitor network devices, interfaces, and trouble tickets for issues impacting customer voice services. • Troubleshoot and update call paths for our voice services. • Open new trouble tickets, schedule dispatches, and stay updated on existing trouble tickets by contacting carriers and vendors. • Respond to incoming calls and emails regarding service troubles or call path changes. • Maintain detail oriented and expeditious communication with customers. • Coordinate the installation and configuration of voice service components. • Implement, troubleshoot, and maintain VoIP systems while working in a team-oriented environment. • Maintain active communication with on-site technicians, carrier service providers, and our Technical Support Engineers and VoIP Engineers. • Ensure all tickets and jobs are handled quickly and accurately from start to finish. • Other duties and responsibilities as assigned.• Minimum of 1 year of experience as a Voice Analyst or a similar role
• Proficiency in Cisco Voice Over Internet (Voip) and other VoIP systems
• Knowledge of IP Telephony and Telephony System
• Experience working in a Network Operation Center
• Ability to perform Basic Troubleshooting tasks
• Familiarity with ISDN and SIP technologies
• Excellent Customer Service skills and ability to resolve customer service issues
• Superior communication skills and a customer-oriented approach
• Ability to work in a team and collaborate effectively with other professionals
• Strong problem-solving skills and the ability to make decisions quickly.

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