VoIP Customer Support Representative

Voipia Networks is a local phone company with nationwide coverage celebrating 20 years in business. We are a close-knit, growing company where everyone’s contributions matter. We have nurtured a strong, loyal, and happy relationship with our customers by providing them a higher level of quality and friendly service.

We’re looking for a self-motivated Level 1 Tech Support Representative to serve as the first point of contact for our VoIP customers. You will create support tickets, troubleshoot basic connectivity and configuration issues, and work closely with our senior engineers for escalations. This is an excellent opportunity to deepen your VoIP knowledge while assisting a diverse range of clients.

Key Responsibilities:

· Manage Inbound Calls & Tickets: Receive and prioritize VoIP-related support requests through phone and ticketing (Autotask).

· Basic Troubleshooting: Diagnose routine issues (e.g., SIP registration failures, network connectivity) and implement known solutions or escalate if needed.

· Customer Communication: Clearly explain technical details in user-friendly language and ensure timely follow-ups.

· Documentation: Update internal knowledge bases, ticket notes, and contribute to process improvements.

· Collaboration: Work alongside senior engineers to address complex issues and enhance overall customer satisfaction.

Requirements & Qualifications:

· Minimum of 2 years of experience in IT support, help desk, or a related field (VoIP experience strongly preferred).

· Technical Know-How: Familiarity with support ticket management (Autotask), basic networking (routers, firewalls, switches), and remote support tools (TeamViewer).

· Experience with the RMM ticketing systems. Datto and Autotask a plus

· Communication: Superb written and verbal skills; ability to translate technical issues into customer-friendly language.

· Problem-Solving: Strong analytical skills to identify root causes and deliver effective solutions.

· Team Player: Collaborative mindset with a willingness to learn from and support colleagues.

Why Join Us:

· Remote-Friendly: Work from anywhere with a reliable internet connection.

· Growth Opportunities: Access to training and certification programs to advance your VoIP and networking expertise.

· Supportive Culture: A small, dedicated team that values knowledge sharing, mentorship, and professional growth.

· Competitive Compensation: We offer a competitive hourly wage, PTO, and opportunities for performance-based incentives.

If you are a motivated individual with a passion for technology and a desire to provide exceptional IT support, we want to hear from you.

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $21.00 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift

Work Location: Hybrid remote in El Dorado Hills, CA 95762

Salary : $21 - $26