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 assessments and pinpoint provisioning requirements.

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

• Employ proprietary, BroadWorks-based tools to architect and establish 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 statuses, escalating issues as needed.

• Ensure accurate updates are maintained throughout the provisioning process.

• Confirm that customer requests are implemented and documented correctly.

• Assume 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.

⛳️ Requirements

• High school diploma or its equivalent.

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

• Proficient computer skills and comfortable working with diverse software applications.

• Familiarity with Microsoft Word and Excel.

• Strong keyboard and mouse proficiency.

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

• Excellent analytical and problem-solving capabilities.

• Outstanding written and verbal communication skills.

• Strong organizational and time-management skills.

• Ability to prioritize various tasks and meet deadlines effectively.

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

• Comfortable operating in a structured and accountable environment.

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

• Windows 11 PC (Mac is not supported).

• Minimum of 16 GB RAM.

• Dual monitor setup.

• Webcam and USB headset required.

• i5 processor or above.

• Fibre internet with a wired connection (Ethernet cable).

• Backup power solution necessary.

• Proficiency in Microsoft Teams / Office 365.

• Preferred: Prior VoIP experience.

• Preferred: Experience 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 position.

• Independent Contract Position.