Voice Operations Specialist | Network Solutions

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 21 major markets coast to coast.

CBIZ strives to be our team members’ employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

CBIZ Network Solutions delivers onsite technical support to Edward Jones home and branch offices across the U.S. and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service while troubleshooting and repairing computers, printers, telephones, and other technical components. Additionally, our team supports Edward Jones with project coordination, process management, and software solutions whenever needed.

Position Overview

Tier 3 Telephony support by configuring, testing, and troubleshooting VoIP systems, as well as collaborating with providers and internal teams to ensure optimal performance and user satisfaction.

Essential Functions and Primary Duties

• Collaborate with VoIP providers to identify and implement effective telephony solutions for small branch offices.
• Configure phone settings, validate devices, and perform quality assurance testing on telephony products, including firmware updates and configuration enhancements.
• Manage and resolve Tier 3 tickets, focusing on call quality issues and identifying training opportunities.
• Develop training materials for end users and Help Desk teams, ensuring a clear understanding of telephony tools and best practices.
• Create and maintain comprehensive documentation for end users and Help Desk staff, including troubleshooting guides and procedural updates.
• Diagnose and resolve complex technical issues remotely, utilizing knowledge base resources and creative problem-solving skills to find effective solutions.
• Document troubleshooting steps thoroughly, ensuring clear and accurate records for future reference.
• Prioritize tasks and projects to meet deadlines.
• Analyze the impact of hardware, software, and network configuration changes to identify trends, evaluate risks, and ensure minimal disruption to users.
• Provide constructive feedback to enhance service delivery and identify opportunities for process improvements.
• Adapt to evolving processes, tools, and documentation requirements in a dynamic work environment.
• Deliver exceptional customer service with a focus on user satisfaction and timely resolutions.
• Perform other duties as assigned to support team and organizational objectives.

Preferred Qualifications

• Ensure access to a dedicated, suitable workspace that supports focused and efficient work.
• Maintain high-speed internet with a reliable wired connection.
• Demonstrate exceptional listening, analytical, and problem-solving skills.
• Process information with a high degree of accuracy and attention to detail.
• Work independently with minimal supervision while also contributing effectively to team settings.
• Leverage proficiency in relevant technologies and tools to perform tasks efficiently.
• Follow technical instructions, guidelines, and procedures with precision.
• Accurately document daily activities, system functions, and troubleshooting steps.
• Communicate clearly and professionally, both verbally and in writing, across all levels of the organization.
• Flexibly work various shifts, including evenings, weekends, and holidays, to meet business needs.

Minimum Qualifications

• Bachelor's degree.
• 4-6 years of related experience.
• Excellent communication, public relations, technical, and troubleshooting skills.
• Able to use general office equipment.
• Experience with Microsoft Office Suite.
• Familiarity with VoIP and cloud telephony providers and protocols (SIP and RTP) preferred.
• Basic understanding of Polycom phones, softphones, mobile clients, and headsets.