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 and pinpoint provisioning requirements.

• Utilize reports, dashboards, internal systems, and proprietary BroadWorks-based tools to design, implement, and finalize customer voice provisioning tasks.

• Liaise with customers, vendors, account managers, and internal teams concerning technical requirements and business necessities.

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

• Track order and implementation progress, escalating issues when required.

• Maintain precise updates throughout the provisioning procedure.

• Ensure customer requests are accurately executed and documented.

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

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

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

⛳️ Requirements

• High school diploma or equivalent qualification.

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

• Proficient computer skills with confidence in using various 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.

• High level of organizational and time-management skills.

• Ability to prioritize several tasks effectively and meet deadlines.

• Capability to work autonomously and take ownership of assigned responsibilities.

• Comfortable working in a structured and accountable environment.

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

• Windows 11 PC required; Mac is not supported.

• 16 GB of RAM.

• Dual monitor setup.

• Webcam and USB headset necessary.

• i5 processor or higher required.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is necessary.

• Proficient in 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.

• Independent contract position.