Technical Support Representative, Entry Level
Job Description: • 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 and assist Customers and Partners regarding account status, portal access, account cancellations, address validation, billing inquiries, and general order services. • Assist Customers and Partners with troubleshooting SIP Trunk configurations, troubleshooting and reviewing SIP messages and assign Customer SIP Credentials. • Assist Customers and Partners with troubleshooting Messaging (SMS/MMS). • Troubleshoot device connectivity and failover status for Managed SIP Trunking Customers. • Assist with identification verification and monitoring for International & Domestic Fraud. • Review customer requested CNAM presets. • E911 Endpoint review and configuration. Requirements: • Bachelor's degree or equivalent work experience preferred • At least 1 year experience in a customer-facing role • Knowledge of and exposure to networking and voice technology (VoIP/SIP/LAN/WAN) • Excellent analytical, troubleshooting, and customer service skills (written and verbal) • Ability to quickly learn and adapt in an ever-changing environment • Experience with helpdesk, ticketing software, and troubleshooting tools Benefits: • Competitive industry salaries • Comprehensive medical, dental, and vision insurance • Company-provided life and disability insurance • Matching 401 (k) plan • Employee Emergency Assistance Fund • Paid holidays and vacation time Apply tot his job