Technical Support Specialist – VoIP

3 days ago

San Jose, California, United States IT Management dba 101 VOICE Full time
Company Description

101VOICE is a California-based hosted VoIP and Unified Communications service provider with a 15+ year track record of innovation, reliability, and white-glove customer service. Our platform is trusted by educational institutions, municipalities, and enterprise customers across the state. We're seeking a technically skilled and customer-focused team member to join our growing support team.

Job Description

As a Technical Support Specialist, you'll play a key role in provisioning and programming VoIP phones, supporting customers on our UCaaS platform, and assisting in the successful setup of 101VOICE systems. You will work closely with our onboarding, engineering, and support teams to deliver high-quality service and ensure smooth deployments and ongoing support for our clients.

Key Responsibilities

  • Configure and program VoIP phones (Poly, Yealink, Cisco, etc.) for deployment.

  • Support and troubleshoot customer issues on the 101VOICE UCaaS platform, including softphones, voicemail, call flows, auto-attendants, etc.

  • Assist in system setups, cutovers, porting, and onboarding of new clients.

  • Provide tier-1 and tier-2 technical support via phone, email, and ticketing system.

  • Monitor system performance and assist in diagnosing issues related to connectivity, call quality, and configuration.

  • Document customer interactions, system configurations, and issue resolutions clearly in internal systems.

  • Train customers on phone use and portal features as needed.

  • Work collaboratively with NOC and engineering teams on escalated issues and service improvements.

  • Maintain and update device firmware, templates, and configurations.

  • Occasionally travel to customer sites for large deployments or escalations (if local).

Qualifications

  • 1–3 years of experience in technical support, preferably in VoIP or telecommunications.

  • Familiarity with SIP protocols, VoIP phone provisioning, and hosted PBX systems.

  • Experience with UCaaS platforms (Broadsoft, Metaswitch, or similar).

  • Strong troubleshooting skills and a customer-first attitude.

  • Experience with DHCP, VLANs, NAT/firewall configuration, and networking basics.

  • Ability to work in a fast-paced environment, managing multiple tickets and projects simultaneously.

  • Excellent verbal and written communication skills.

  • Detail-oriented and well-organized with strong documentation habits.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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