VoIP Tier 1 Technical Support

1-3 Years

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Early Applicant

Job Description

Education & Experience

1+ year of experience in technical support, help desk, or VoIP support preferred
Experience working in a fast-paced, customer-focused environment

Technical Skills (Required)

Basic understanding of VoIP technologies
Familiarity with IP networking concepts
Ability to troubleshoot VoIP performance issues such as call quality, latency, jitter, and packet loss
Experience using ticketing systems and remote troubleshooting tools
Maintain accurate documentation of support cases and resolutions
Resolve customer requests and incidents in a timely and professional manner

Core Competencies

Strong troubleshooting and problem-solving skills
Strong customer service orientation with a commitment to high customer satisfaction
Ability to follow direction and collaborate effectively with team members
Detail-oriented with strong documentation skills

Nice to Have

Familiarity with the following protocols SIP RTP
Familiarity with troubleshooting VoIP call quality issues such as latency, jitter, and packet loss
Familiarity with ticketing systems such as Zendesk or Jira service desk