What are the responsibilities and job description for the Tier 1 Help Desk Voice Telecommunications Technician position at VIP Voice Services?
Job Description
Job Description
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.
CERTIFICATION REQUIREMENTS
Remote Certification for Avaya / Grandstream / Yealink / Metaswitch
VIP Customer Service Certification
GENERAL RESPONSIBILITIES
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
Problem solving
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
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.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Tier 1 Help Desk Voice Telecommunications Technician?
Sign up to receive alerts about other jobs on the Tier 1 Help Desk Voice Telecommunications Technician career path by checking the boxes next to the positions that interest you.
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles
Skills Library
Not the job you're looking for? Here are some other Tier 1 Help Desk Voice Telecommunications Technician jobs in the Coweta, OK area that may be a better fit.
We don't have any other Tier 1 Help Desk Voice Telecommunications Technician jobs in the Coweta, OK area right now.
