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VoIP Support & Technical Specialist

QuestBlue Systems, Inc
Morrisville, NC Full Time
POSTED ON 2/23/2025
AVAILABLE BEFORE 5/20/2025

Job Description

Job Description

Job description

Telecommunication provider is seeking a VoIP Telecom Specialist for our technical support department. This role requires a strong technical background and advanced knowledge of VoIP networking systems, excellent communication skills, a passion for delivering exceptional customer service by solving their communications challenges, troubleshooting, and ensuring the overall reliability, performance, and deliverability of our services. Experience in troubleshooting and resolving complex VoIP issues using tools like Homer, and proficiency in reading and analyzing PCAP files is required.

Key Responsibilities

  • Acts as a the first line of contact in customer support.
  • Perform high level of troubleshooting issues related to VoIP protocols such as SIP, RTP, and WebRTC. Be the subject matter expert for any FreeSWITCH / Asterisk related questions.
  • Working with the day-to-day operations of the technical support team.
  • Provide technical support to assist in resolving customer issues for an effective resolution.
  • Monitoring escalation queue throughout the shift and adjusts support as needed.
  • Develop and implement efficient support processes and procedures.
  • Gather customer feedback and implement continuous improvement measures.
  • Drive initiatives to improve customer satisfaction and loyalty.
  • Identify, optimize and resolve issues related to latency, scalability and performance.
  • Do root cause analyses and solution implementations to prevent future incidents.
  • Suggest to team lead options to implement monitoring and alerting tools to ensure early detection of incidents.
  • Experience in troubleshooting and resolving complex VoIP issues using tools like Homer, and proficiency in reading and analyzing PCAP files.

Education & Qualifications :

  • BS in Computer Science, Information Technology, Telecommunications or similar.
  • 5 years of Linux experience required.
  • 5 years of Networking / Telecommunications experience highly preferred.
  • Strong leadership and team management skills.
  • Excellent problem-solving abilities and a customer-centric mindset.
  • Effective communication skills, both written and verbal, are critical.
  • Must pass background check

    • Preferred Technical and Professional Expertise Desired Qualifications :

  • Experience / familiarity with Open Source VoIP applications such as Kamailio, OpenSIPS, FreeSWITCH, RTPEngine and software based PBX's (Asterisk. FreePBX, Digium etc.)
  • Strong familiarity with VoIP protocols, including SIP, RTP, and WebRTC, and the ability to troubleshoot and work with these technologies.
  • Experience with database technologies such as MySQL.

    • Schedule : Monday to Friday. May require after-hours during escalation issues.

    Location : Morrisville / Cary, NC office.

    Job Type : Full-time

    Salary : DOE

    Benefits :
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

    • Schedule :

  • 8 hour shift (9 am to 5 : 30 pm)
  • Weekends as needed

    • Work Location : In person No Remote Workers Accepted

    Company Description

    QuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.

    Company Description

    QuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.

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