VoIP Tech Support
Challenging. Rewarding. Constructive.
Dallas, TX or Remote
Full Time
$40-60k per year
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Position Overview
A day to day schedule would consist of answering client calls, responding to emails to help resolve client issues, either with Internet, phone service, changes to their phone system as well as configuring PBX for new clients, porting phone numbers and following up on previous support tickets to ensure all issues are resolved.
Candidates must be able to follow SOP, create support tickets, follow through if the issue is not resolved right away, and ask for help if there is a road block until the client issue is resolved. Client satisfaction is above all else.
Must be able to systematically troubleshoot and have a process on how and what to troubleshoot instead of randomly guessing what to do next, therefore, not finding a solution and frustrating the customers or temporary fixing an issue by a reboot.
Tools of Trade
- VoIP soft switch understanding (Asterisk/Freepbx/FreeSwitch or others)
- Understanding of tools such as AnyDesk, Google Docs, Online Search, Windows OS shortcuts, proper email etiquette
- Experience with IP phone configuration & setup as well as troubleshooting
- Intermediate to advanced understanding of networking and troubleshooting
Skills Required
- EXTREMELY well organized & punctual
- A process oriented mindset to follow systematic approach
- Must be a self-starter, out of the box thinker, problem solver
- Be able to work under pressure, keep organized and look for solutions
- Seek out solutions when they hit a roadblock instead of dropping the task and forgetting it
- Be able to answer support/general calls & Emails from end users and resolve their issue
- Have an understanding of number portability and phone system overview
- Be able to manage remote installation of Internet & VoIP service with on-site technicians
Basics & Common Sense
- Must have a reliable high speed Internet connection
- Working computer and a quite place to work with noise cancelling headphones when working remotely
- Mobile Phone
- Reliable source of transportation
Ideal Candidates
- 3+ years of experience with any soft switch
- 3+ years of experience with networking
- Knowledge of IP phones, provisioning & troubleshooting them. Grandstream, Polycom, Yealink
- Technical knowledge of Networking, VoIP, how it works, capabilities, limitations and use of PCAP files to find root cause of issues