Tier 2 VoIP Technical Support Voice Engineer

Star2star Com   •  

Atlanta, GA

Industry: Telecommunications


Less than 5 years

Posted 178 days ago

This job is no longer available.

Star2Star Communications is looking for a talented and enthusiastic Tier 2 Support Analyst to join our team. Star2Star is nationally recognized as the next generation leader offering fully integrated Unified and Collaborative Communication Systems. We are one "cool" software company located here in "hot" Sarasota. We believe our success directly depends on the people we hire and we need driven people that thrive in a fast paced environment.

The Tier 2 VoIP Technical Support Analyst is primarily charged with responding to customer inquiries regarding the function of their Session Initiation Protocol (SIP) trunk. Among their duties, the Tier 2 VoIP Technical Support Analyst reviews and answers support requests input into the ticketing system, answers and responds to phone calls, assists customers with interpreting existing documentation pertaining to their system, creates trouble tickets as necessary, and documents all customer and technical interactions, resolutions, and issues as required. You will perform problem resolution and triage of customer calls, escalate tickets in a timely manner and offer world class customer service.  In office attendance is an essential function of the position. 

Your Role:

  • Troubleshooting network, configuration, and connectivity issues related to VoIP services
  • Documenting resolutions, best practices, and instructions for overcoming common VoIP issues
  • Providing a high level of customer service via e-mail, phone, and trouble tickets
  • Identifying issues impacting/impairing service offerings beyond a single user
  • Reporting and escalating issues which require intervention from Tier 1, Tier 2 or another stakeholder

Your Background:

  • At least 2 years of professional experience supporting VoIP call technology
  • Current experience working as a Tech Support professional for a Unified Communications (UC) or VoIP company i.e. Vonage Business, Birch Communications, 8x8, RealTalk, Shoretel, Twilio or others
  • The ability to communicate clearly and concisely with technical and non-technical audiences
  • Experience with SIP and call log diagnostics
  • Basic knowledge of networking, Internet security, Internet browsers, and IT troubleshooting
  • The ability to multi-task and prioritize
  • A demonstrated ability to apply common solutions to a known problem
  • Basic GNU/Linux CLI
  • Customer Network and Firewall troubleshooting and configuration experience
  • CompTIA A+ certification
  • Experience with any type of IP-PBX or VoIP equipment

Work Environment:

  • Inbound call center
  • Must be available to work multiple shifts and occasional weekends
  • Most work is independent, but occasions for teamwork are not uncommon
  • Organization is fast-paced, and the technical environment may change frequently