We are seeking a Voice Analyst to join our 24/7/365 Network Operations Center. This Voice Analyst is responsible for provisioning and maintaining VoIP related products and serve as an escalation point of technical support for the company's national voice services platform. The Voice Analyst team is responsible for the remote support, installation, and upkeep of Velocity's POTS, TDM, and VoIP services.
Our Voice Analysts are responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms. Analysts ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Must be able to train on 1st shift Monday-Friday from 9am-5pm, EST. After training, the following shift is available in Eastern Standard Time:
- 9am-5pm, EST Monday-Friday
Principal Duties and Responsibilities:- Serve as a primary escalation path for field agents with VoIP related dispatches and trouble tickets
- Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers voice services using our custom portal
- Troubleshoot issues with the company's voice services and update call paths
- Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets
- Receive incoming calls and respond to emails regarding service troubles or call path changes
- Respond to customers in an expeditious and professional manner
- Coordinate proper installation and configuration of voice service components
- Other duties and responsibilities, as assigned
Knowledge, Skills and Abilities Required:- 6+ months experience implementing, troubleshooting, and maintaining VoIP systems
- Ability to multitask, working quickly and accurately
- Work well in a team-oriented environment, successfully completing individual tasks
- Demonstrated knowledge with telephone networks - POTS, VoIP, and TDM
- Basic familiarity with telephony standards and protocols - H.323, MGCP, ISDN, SIP, RTP
- Basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)
- Ability to hear ordinary conversations and phone communications
- Able to work at least one weekend day each week
Qualifications, Experience and Education:Required - Previous relevant technology experience (1-year)Preferred - Associate degree in technology or equivalent experience (2-years)- Preferred - Demonstrated technical, leadership, and communication skills
- Preferred - Experience in hospitality or service provider networks
- Preferred - Industry relevant technical training and certifications
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