Experience:
No experience
Employment Type:
Full time
Posted:
8/21/2017
Job Category:
Customer Service
Industry:
Other
Compensation:
50000.00
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VOIP Support Specialist
iStaff | Philadelphia, Pennsylvania
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Job Description

GENERAL DUTIES AND RESPONSIBILITIES:

  • Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
  • Demonstrate ability to work effectively with other team members.
  • Identifies and recommends process improvement ideas to Management.
  • Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
  • Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with Internet service providers, and handling all escalations from Tier 1.
  • Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.
  • Project management and other duties as assigned.
  • Flexibility in occasionally adjusting schedule as needed for department staffing coverage.

EDUCATION & EXPERIENCE:

  • Communications and/or Telecommunications experience preferred
  • Proven successful customer service experience, inbound call center customer experience preferred
  • Practical work experience or education in telecommunications or networking related field
  • Working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies
  • Troubleshooting experience with carriers for access and last mile facilities
  • Working knowledge of DNS, Web, email, voice mail, and eFax services
  • Demonstrates exceptional knowledge of support operations and practices

Qualifications

Applicants must be eligible to work in the specified location

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