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Customer Experience Support Technician

This position requires SIP support experience with excellent communication skills, attention to detail, and a desire to assist our customers.

Reports to: Customer Experience Manager

 

 

 

Submit your Application

    We provide our customers with Uncommon Service in a 7/24 support model. The Customer Experience Support Tech’s primary responsibility is to resolve customer issues in a quick and accurate manner. The applicant should have a technical background and knowledge with SIP. A successful CE Support Tech will learn additional skills to become a subject matter expert for all Company product lines.

    RESPONSIBILITIES/DUTIES:

    • Ensure the highest level of customer satisfaction
    • Investigate and troubleshoot customer issues across all product offerings: SIP Trunking, Managed SIP Trunking, nVFax
    • Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures
    • Ability to answer general questions regarding account access, billing and order services
    • Acknowledge and troubleshoot alarms for Managed SIP Trunking Customers
    • Work on multiple projects including, but not limited to, E911, International & Domestic Fraud, Trunk Redundancy
    • Other duties as assigned

     

    REQUIRED SKILLS:

    • 4-year college degree or equivalent work experience
    • 3+ years isolating and identifying SIP messages
    • 3+ years’ experience in a customer-facing role
    • Experience with TCP/IP, DNS, DHCP, IP routing and VoIP devices
    • Excellent analytical, troubleshooting and customer services skills (written and verbal)
    • Ability to quickly learn and adapt in an ever-changing environment
    • The SIP School SSCA and SSVP Certifications preferred
    • Additional experience with Adtran, Linux, VeloCloud / SDWAN, Microsoft Teams, etc.
    • Experience with alarm / network monitoring, i.e. PRTG, Zabbix
    • Experience with Ticketing and Billing Software, i.e. Zendesk, Kayako, Rev.io

    Got any questions? We are happy to help.

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