We are seeking a Voice Analyst to join our 24 / 7 / 365 Network Operations Center. This Voice Analyst is responsible for provisioning and maintaining VoIP related products and serve as an escalation point of technical support for the company's national voice services platform. The Voice Analyst team is responsible for the remote support, installation, and upkeep of Velocity’s POTS, TDM, and VoIP services.
Our Voice Analysts are responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms. Analysts ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Must be able to train on 1st shift Monday-Friday from 9am-5pm, EST. After training, the following shift is available in Eastern Standard Time :
- 9am-5pm, EST Monday-Friday
Principal Duties and Responsibilities :
Serve as a primary escalation path for field agents with VoIP related dispatches and trouble ticketsMonitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers voice services using our custom portalTroubleshoot issues with the company's voice services and update call pathsContact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble ticketsReceive incoming calls and respond to emails regarding service troubles or call path changesRespond to customers in an expeditious and professional mannerCoordinate proper installation and configuration of voice service componentsOther duties and responsibilities, as assignedKnowledge, Skills and Abilities Required :
6 months experience implementing, troubleshooting, and maintaining VoIP systemsAbility to multitask, working quickly and accuratelyWork well in a team-oriented environment, successfully completing individual tasksDemonstrated knowledge with telephone networks – POTS, VoIP, and TDMBasic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTPBasic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)Ability to hear ordinary conversations and phone communicationsAble to work at least one weekend day each weekQualifications, Experience and Education :
Required — Previous relevant technology experience (1-year)
Preferred — Associate degree in technology or equivalent experience (2-years)
Preferred — Demonstrated technical, leadership, and communication skillsPreferred — Experience in hospitality or service provider networksPreferred —Industry relevant technical training and certifications
