What are the responsibilities and job description for the Tier 1 Help Desk Voice Telecommunications Technician position at VIP Voice Services?
Job Description
POSITION OBJECTIVE
Tier 1 Support / Voice Helpdesk Technician responsibilities include, but not limited to:
Participate in Voice Services staff meetings
Work in conjunction with other Voice Services team members and upstream carriers for solutions to customer telephony/network service requests
Assist with answering customer support lines for Voice Services helpdesk
Proficiencies in ALL Voice Services’ hardware and software applications
Customer service ticket creation and management
Thorough follow-up and follow-through to ensure timely resolutions for customers
Competencies Required
Communication
Speaking with Customers over phone and written communication.
Clear and precise, both written and verbal
Data collection
Teamwork
Customer questions/concerns
Connecting them to proper agents/agency
Self Management
Self-Motivation
Work/Personal Time Management
Planning and organization
Must be personally organized
Keep targeted focus on completion of assigned ticket schedule (Dispatch Portal)
Technology
Microsoft Office (Outlook, Excel, Word, etc)
ConnectWise Manage CRM
Learning
Teachable and able to retain
Capable and willing to do independent research for technical solutions
Initiative
Self-Starter
Strong Work Ethic
On Time
ORGANISATIONAL RELATIONSHIPS/AUTHORITY
Reports to: Voice Services Help Desk Manager
Internal Contacts: Sales Team / Technical Team / Project Manager / Admin Team
External Contacts: Customers / Carriers / Vendors
POSITION OBJECTIVE
- Administer swift and effective Tier 1 Voice Help Desk support for customers reporting trouble for, or requesting assistance with, services and solutions provided by VIP Voice Services.
- Remote Certification for Avaya / Grandstream / Yealink / Metaswitch
- VIP Customer Service Certification
Tier 1 Support / Voice Helpdesk Technician responsibilities include, but not limited to:
Participate in Voice Services staff meetings
Work in conjunction with other Voice Services team members and upstream carriers for solutions to customer telephony/network service requests
Assist with answering customer support lines for Voice Services helpdesk
Proficiencies in ALL Voice Services’ hardware and software applications
Customer service ticket creation and management
Thorough follow-up and follow-through to ensure timely resolutions for customers
Competencies Required
Communication
Speaking with Customers over phone and written communication.
Clear and precise, both written and verbal
Data collection
Teamwork
- Ability to work with team members involved in Sales, Engineering, Installation
Customer questions/concerns
Connecting them to proper agents/agency
Self Management
Self-Motivation
Work/Personal Time Management
Planning and organization
Must be personally organized
Keep targeted focus on completion of assigned ticket schedule (Dispatch Portal)
Technology
Microsoft Office (Outlook, Excel, Word, etc)
ConnectWise Manage CRM
Learning
Teachable and able to retain
Capable and willing to do independent research for technical solutions
Initiative
Self-Starter
Strong Work Ethic
On Time
ORGANISATIONAL RELATIONSHIPS/AUTHORITY
Reports to: Voice Services Help Desk Manager
Internal Contacts: Sales Team / Technical Team / Project Manager / Admin Team
External Contacts: Customers / Carriers / Vendors
- This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.