Product Support Analyst (Voice)

We are seeking a Product Support Analyst (Voice) to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking.

This position would require you work: Monday - Friday from 12:00 PM – 9:00 PM

What You'll Do:

Provide technical support to customers for voice, API and 911 products.

Professional communications with customers in troubleshooting reported issues.

Partner with Local Exchange Carriers in resolving customer network issues.

Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.

Partner with customer’s IT support personnel in resolution of issues.

Assist with troubleshooting of customer’s routers that included in VOIP and SIP network.

Escalate chronic or intermittent issues to higher echelon teams and management level attention

What You Need:

Bachelor’s degree is preferred but Associate degree with additional SIP, PBX, and network experience is acceptable.

Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must. Additional skills in Public Switching Telephone Network (PSTN) are desirable.

Strong troubleshooting and problem solving skills.

Network configurations using Routers and Switches revolving around telephony infrastructures.

Knowledge of PBX operations