What are the responsibilities and job description for the VoIP Support Technician position at A.C. Coy?
Overview
Location: Hybrid after 90 days; One day remote; Office location in Eastern Philadelphia, 19341
Job Type: Full-time Direct Hire
Work Authorization: U.S. Citizen or Green Card
The A.C. Coy Company is currently hiring for a VoIP Support Technician role. This individual will play a front-line role in providing technical support to VoIP system users. Our ideal candidate will have 2 years of experience in a help desk or technical support role and a strong desire to learn, grow, and succeed.
Our Client will provide paid training, an excellent salary and health benefits package, and career growth opportunities. The available shift is 10:30am - 7:00pm, Monday - Friday.
Responsibilities
- Monitor trouble-ticket queue in Zendesk
- Monitoring network and carrier alerts
- Level two customer technical support calls, emails, and tickets
- Internal and external escalations
- Diagnose, Troubleshoot and resolve service issues related to VoIP telephony
- Participate in shared on call support rotation
- Monitor and manage call quality and reliability of telephony infrastructure
- Work with Engineering teams to collaborate on solutions and approaches for persistent issues
- Develop and maintain operational process and procedure documents and network change management records
- Write documentation in our support knowledgebase
Qualifications
Required:
- At least 2 years of technical support/help desk experience
- Experience using a ticketing system
- Excellent communication skills and customer service orientation
- Ability to particiapte in on-call rotation for evenings/weekends
Preferred:
- Voice over IP (VoIP) experience
- Ability to capture and analyze SIP and RTP traces to isolate and resolve issues
- Understanding of MOS Score, Jitter, Delay, etc.
- Linux experience
