VoIP Tier 2 Technical Support

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

📋 Description

• Address escalated technical challenges related to VoIP services, devices, networks, and call routing.

• Act as a point of escalation for Tier 1 Support.

• Collaborate directly with customers, partners, internal teams, carriers, and vendors to resolve intricate service problems.

• Examine SIP traces and network data.

• Diagnose issues related to registration, connectivity, call routing, and audio quality.

• Determine root causes of technical problems.

• Ensure comprehensive documentation and maintain proactive communication with customers.

• Manage escalated technical matters until resolution is achieved.

• Clearly document the troubleshooting process, root cause analysis, and solutions.

• Keep customers informed throughout the troubleshooting journey.

• Collaborate with Tier 1, NOC, engineering teams, carriers, and vendors as necessary.

• Provide support and guidance to Tier 1 technicians when suitable.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, network support, or VoIP support.

• Prior experience in Tier 1 support or similar troubleshooting roles.

• Proven capability in managing escalated customer concerns.

• Strong comprehension of VoIP, SIP, and IP networking principles.

• Proficiency in analyzing SIP traces and packet captures using tools like Wireshark or equivalent.

• Capability to troubleshoot registration and connectivity challenges.

• Ability to resolve issues related to inbound and outbound calling.

• Skill in diagnosing one-way audio or no audio situations.

• Competence in addressing call quality, latency, jitter, and packet loss issues.

• Expertise in troubleshooting call routing and dial plan configurations.

• Familiarity with IP phones and Analog Telephone Adapters (ATAs).

• Understanding of NAT, firewalls, routing, and Quality of Service (QoS) concepts.

• Ability to identify and escalate issues related to carriers or networks.

• Strong troubleshooting and problem-solving abilities.

• Excellent customer service and de-escalation techniques.

• Clear and effective written and verbal communication skills.

• Capability to work autonomously and take ownership of tasks.

• Strong habits in documentation and ticket management.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Competitive salary with performance bonuses.

• Opportunities for professional development and certifications.

• Flexible work hours and remote work options.

• A collaborative and dynamic work environment.