Telecommunications Customer Support Help Desk Technician

UniVoxx is a software-based telecommunication startup providing simple and easy to use phone service and software to I.T. resellers, small to large organizations, and call centers. As a small and rapidly growing company, UniVoxx continues to find great success with partners and companies who are looking for a solution that provides innovative, agile, and cost-effective phone solutions.

We are seeking a skilled Telecom Support Technician to join our team. In this role, you will be responsible for providing technical support to customers by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. You will work closely with clients to understand their business needs and ensure that their phone systems are functioning effectively and efficiently. You will also create and improve support related documentation.

This role is perfect for someone with strong technical skills and an acute attention to detail. You should be excited about solving complex problems, working with a small team, and ready to jump in to tackle a variety of issues. You will work directly with the founders while making sure customers are happy with the product. This role needs to have someone who is both not afraid to ask questions and must be willing to search out the answers.

Responsibilities

• General help desk support, including answering customer phone calls, emails, and tickets, all while providing elite customer service.
• Identify customer concerns/issues through attention to detail and problem solving.
• Enhance and improve internal and external support documentation.
• Assist with onboarding new customers, as needed.
• Assist with basic firmware testing to ensure optimal functionality.
• Collaborate with other team members to ensure timely completion of projects.
• Participate in customer meetings and consultations as needed.
• Train customers on the use of their VoIP phone systems.

Qualifications

• High school diploma or equivalent; some college or technical training preferred.
• 2 years of experience in a VoIP phone system help desk.
• Strong technical skills, including the ability to troubleshoot and resolve complex issues.
• Familiarity with network infrastructure and protocols including VLANs and PoE preferred.
• Strong customer service skills.
• Excellent communication skills, both verbal and written.
• Ability to work independently and in a team environment.
• Strong attention to detail and organizational skills.
• Valid driver's license and reliable transportation.
• Must be willing to travel, on occasion, to remote deployments.
• May, rarely, need to have availability on weekends

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Southfield, MI 48037 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $40,000 - $45,000