MACD Representative – VoIP Provisioning, Technical Support

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

📋 Description

• Review site surveys and scope-of-work documents to ascertain customer voice service requirements.

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

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

• Employ proprietary, BroadWorks-based resources to design and construct customer voice services.

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

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

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

• Maintain up-to-date records throughout the provisioning process.

• Ensure that customer requests are effectively implemented and documented.

• Take charge of requests from initial setup through 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.

⛳️ 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 using various software applications.

• Comfortable with Microsoft Word and Excel.

• Strong keyboard and mouse proficiency.

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

• Excellent analytical and problem-solving capabilities.

• Outstanding written and verbal communication skills.

• Strong organizational skills and effective time management.

• Ability to prioritize multiple tasks and adhere to deadlines.

• Capacity to work independently and take ownership of assigned responsibilities.

• Comfortable in a structured and accountable work environment.

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

• Windows 11 PC; Mac systems are not supported.

• 16 GB RAM.

• Dual monitor setup.

• Webcam and USB headset required.

• i5 processor or better.

• Fibre internet with a wired Ethernet connection.

• Backup power solution necessary.

• Proficient in Microsoft Teams / Office 365.

• Preferred: Previous experience with VoIP.

• Preferred: Background in telecommunications provisioning.

• Preferred: Familiarity with BroadWorks or similar telecommunications platforms.

• Preferred: Experience with ticketing or service management systems.

• Preferred: Knowledge of telephone number porting or voice service activation.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote work opportunity.

• Independent contract position.