MACD Representative – VoIP Provisioning, Technical Support

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

📋 Description

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

• Engage in voice gap analysis evaluations and determine provisioning necessities

• Utilize reports, dashboards, and internal systems to execute voice provisioning tasks accurately and punctually

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

• Liaise with customers, vendors, account managers, and internal teams to comprehend 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 necessary

• Keep precise updates throughout the provisioning workflow

• Ensure customer requests are effectively implemented and documented

• Assume responsibility for requests from the 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

⛳️ Requirements

• High school diploma or equivalent

• Minimum of 6 months of technical support or help desk experience

• Proficient computer skills with confidence in using various software applications

• Comfortable with Microsoft Word and Excel

• Strong keyboard and mouse proficiency

• Basic understanding of voice, data, and networking principles

• Excellent analytical and problem-solving abilities

• Outstanding written and verbal communication skills

• Strong organizational and time-management skills

• Capability to prioritize multiple tasks and adhere to deadlines

• Ability to work independently and take ownership of assigned responsibilities

• Comfortable in a structured and accountable work environment

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

• Windows 11 PC; Mac not supported

• 16 GB RAM

• Dual monitors

• Webcam and USB headset

• i5 processor or higher

• Fibre internet with a wired Ethernet connection

• Backup power solution

• Microsoft Teams / Office 365

• Previous VoIP experience preferred

• Telecommunications provisioning experience preferred

• Familiarity with BroadWorks or similar telecommunications platforms preferred

• Experience with ticketing or service management systems preferred

• Experience with telephone number porting or voice service activation preferred

🏝️ Benefits

• Paid weekly in arrears

• Fully remote position

• Independent contract position