MACD Representative – VoIP Provisioning, Technical Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Evaluate site surveys and scope-of-work documentation to ascertain customer voice service needs.

• Engage in voice gap analysis assessments and determine provisioning requirements.

• Utilize reports, dashboards, and internal systems to execute voice provisioning tasks accurately and promptly.

• Employ proprietary, BroadWorks-based tools to design and develop customer voice services.

• Liaise with customers, vendors, account managers, and internal teams to comprehend technical specifications and business requirements.

• Oversee telephone number porting processes with both internal and external teams.

• Track order and implementation progress while escalating issues as necessary.

• Keep precise updates throughout the provisioning workflow.

• Ensure customer requests are effectively implemented and documented.

• Assume ownership of requests from the initial setup to successful installation.

• Handle multiple requests while ensuring speed, accuracy, and attention to detail.

• Clearly convey technical information to both technical and non-technical audiences.

• Complete all phases of the hiring process: resume evaluation, pre-screen questionnaire, one-way video interview, and live interviews.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Minimum of 6 months experience in technical support or help desk roles.

• Proficient computer skills and comfortable navigating various software applications.

• Proficient in Microsoft Word and Excel.

• Strong keyboard and mouse proficiency.

• Basic understanding of voice, data, and networking principles.

• Strong analytical and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Strong organizational and time-management skills.

• Ability to prioritize multiple tasks and meet deadlines effectively.

• Capable of working independently and taking responsibility for assigned tasks.

• Comfortable in a structured and accountable work environment.

• Willingness to work an overnight schedule in alignment with U.S. business hours.

• Windows 11 PC; Mac systems are not supported.

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam and USB headset necessary.

• i5 processor or higher is needed.

• Fibre internet connection with wired Ethernet is essential.

• Backup power solution required.

• Proficiency in Microsoft Teams / Office 365.

• Candidates must be available to work from 11:00 PM to 7:00 AM Philippine Time.

• Previous experience with VoIP is preferred.

• Experience in telecommunications provisioning is preferred.

• Familiarity with BroadWorks or similar telecommunications platforms is preferred.

• Experience with ticketing or service management systems is preferred.

• Background in telephone number porting or voice service activation is preferred.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote work opportunity.

• Independent contractor position.