Experience:
No experience
Employment Type:
Full time
Posted:
2/14/2018
Job Category:
Customer Service
Industry:
Other
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VOIP/Network Support
iStaff | Birmingham, Alabama
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Job Description

VOIP/Network Support (Tier 2)

Location: Birmingham, AL 35213

Direct Hire

What we are looking for:

  • SIP/SIP Trunking is a hard requirement
  • If they have Adtran (related to VIOP) experience, they will be almost guaranteed an in-person interview.
  • $45K -$50K pr/year, but paid hourly w/OT available. They will have an on-call rotation 1 per month with a $200 bonus for on-call.
  • They promote a lot from this department to Network Engineers, Sales, etc.
  • After 6 months, employees are eligible to move departments or be promoted.
  • CCNA Cert reimbursement for employees

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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