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 documents to ascertain customer voice service needs.

• Engage in voice gap analysis sessions to pinpoint provisioning requirements.

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

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

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

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

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

• Maintain accurate updates throughout the provisioning lifecycle.

• Ensure customer requests are implemented correctly and documented appropriately.

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

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

• Convey technical information clearly to both technical and non-technical audiences.

• Participate in all phases of the hiring process, including resume evaluation, pre-screen questionnaires, one-way video interviews, 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 multiple software applications.

• Proficient in Microsoft Word and Excel.

• Strong keyboard and mouse proficiency.

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

• Strong analytical and problem-solving capabilities.

• Exceptional written and verbal communication skills.

• Strong organizational skills and time management abilities.

• Capable of prioritizing multiple tasks and meeting deadlines.

• Ability to work independently and take ownership of assigned tasks.

• Comfortable operating in a structured and accountable work environment.

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

• Windows 11 PC required; Mac is not supported.

• 16 GB RAM necessary.

• Dual monitor setup required.

• Webcam and USB headset needed.

• i5 processor or higher is a must.

• Fibre internet with a wired Ethernet connection is required.

• Backup power solution necessary.

• Familiarity with Microsoft Teams / Office 365.

• Previous experience with VoIP is preferred.

• Telecommunications provisioning experience is preferred.

• Experience with BroadWorks or similar telecommunications platforms is preferred.

• Familiarity with ticketing or service management systems is preferred.

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

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote position.

• Independent Contract Position.