MACD Representative – VoIP Provisioning, Technical Support

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

📋 Description

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

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

• Utilize reports, dashboards, and internal systems to execute voice provisioning tasks with precision and punctuality.

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

• Interact with customers, vendors, account managers, and internal teams to grasp technical requirements and business objectives.

• Oversee telephone number porting activities in collaboration with internal and external teams.

• Track order and implementation progress and escalate issues as needed.

• Keep accurate updates throughout the provisioning procedure.

• Ensure customer requests are implemented properly and documented thoroughly.

• Take responsibility for requests from initial setup to successful installation.

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

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

• Complete all phases of the hiring process, including 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 with confidence in utilizing multiple software applications.

• Comfortable using Microsoft Word and Excel.

• Strong keyboard and mouse proficiency.

• Basic knowledge of voice, data, and networking concepts.

• Strong analytical and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Strong organizational and time management skills.

• Ability to prioritize multiple tasks and adhere to deadlines.

• Capable of working independently and taking ownership of assigned tasks.

• Comfortable functioning in a structured and accountable environment.

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

• Windows 11 PC required; Mac is not supported.

• 16 GB RAM necessary.

• Dual monitors required.

• Webcam and USB headset needed.

• i5 processor or higher is essential.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365.

• Previous VoIP experience 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.

• Experience with telephone number porting or voice service activation is preferred.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote position based in the Philippines.

• Independent contractor position.