VoIP Technical Support Specialist

Job Description Job Description

Telecommunication provider is seeking a VoIP Technical Support Specialist. This role requires a dynamic strong technical background knowledge of VoIP networking systems, excellent management and communication skills, a passion for delivering exceptional customer service by solving their communications challenges, troubleshooting, and ensuring the overall reliability, performance, and deliverability of our services.

A VoIP technical support specialist provides customer support through a voice-over-Internet-protocol (VoIP) system. Your primary responsibility is to assist customers with their phone inquiries, concerns, and issues. The candidate should be detail oriented to provide technical assistance to Enterprise and Wholesale voice, SMS, 911, and hosted PBX clients.

Job description:

Providing customer support with accurate and helpful information, able to diagnose, troubleshoot and resolve technical issues via telephone, email, and customer portal ticket system.

Following up with customers to ensure that their issues have been resolved to their satisfaction.

Training and support: The specialist may provide training and support to new VoIP users. Customize Telecommunications and PBX applications to meet user needs.

Must be able to collaborate with other team members to ensure seamless and efficient workflow.

Must always maintain a professional demeanor to provide excellent customer service.

Keeping up to date with industry trends and developments.

Qualifications : To qualify as a VoIP technical support specialist at QuestBlue, you typically need a combination of education, skills, and experience.

Qualifications (skills and experience)

3 to 5 years' experience in VoIP and SIP technologies as a Support Technician or similar role.

Strong telephone skills, ability to quickly assist a caller with a reported issue.

Analytical thinking and problem-solving skills as a fast learner.

Enthusiastic with a passion for technology and efficient with time management skills.

Demonstrate strong organization, prioritization skills and strong work ethics.

This person must be a self-starter, motivated to want to be successful, enthusiastic, providing input to help us improve on a regular basis.

Education : A two-year college degree or certifications in the above technologies are preferred. Computer Science, Information Technology, or a related field is optional.

Familiarity with VoIP equipment, such as IP phones, gateways, routers, and switches, is also necessary.

Communication effectively with customers verbally and in writing is crucial. You will need to be able to explain technical concepts to non-technical users and advanced wholesale users.

Problem-solving skills to troubleshoot complex technical issues and develop solutions quickly.

Strong customer service skills are essential, as you will interact with customers daily.

Must have an analytical approach towards resolving issues and ensuring timely resolution.

Ability to explain technical issues to technical and non-technical employees and customers.

Should be able to quickly adapt to new technology and processes and be willing to learn new skills.

Proficient with or able to quickly learn various computer hardware and software.

Must understand the basics of Asterisk, SBCs, and other well-known PBX software.

Plus:

Prior experience with VoIP and troubleshooting end user and wholesale clients

Understanding basic network troubleshooting, NAT, SIPALG, and many other networking components like VLAN and Remote IP Phone Provisioning.

Working Conditions:

THIS POSITION IS NOT REMOTE.

Job Type: expected to work regular business hours, Monday through Friday. An on-call lite rotation for afterhours priority tickets. Full-time Mon- Fri 9:00 AM to 5:30 PM

Location : Morrisville, NC office. Reliably commute or planning to relocate before starting work (Required)

Benefits

Medical Plan available with 60/40% coverage.

Vacation/PTO and Company Paid Holidays.

Salary and Benefits:

The salary for this position will depend on qualifications and experience.

Compensation: $25.00 to 27.00 USD Hourly

Benefits:

401(k) matching

Compensation Package:

Bonus opportunities

QuestBlue Systems Inc is a VoIP telecom provider based in RTP / Cary, North Carolina. QuestBlue has been in business since 2007, providing services to clients looking for a more cost-effective and flexible solution to a traditional phone system. QuestBlue uses the internet to transmit phone calls and fax services, allowing its customers to stay connected from anywhere worldwide if they have an internet connection. QuestBlue works closely with its clients to understand their business requirements and provide solutions tailored to their needs. QuestBlue is committed to delivering high-quality services and support to its clients and has established itself as a reliable and trusted provider of VoIP telecom services

Company Description

QuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.

Company Description QuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.