Job Details
Company Description
TeleVoIPs is a Tampa, FL-based company that offers business phone solutions. We have a state-of-the-art cloud-based phone system designed to provide unparalleled customer service and support. Our focus on creating cost-effective communication solutions helped us to develop a VoIP system that provides advanced business features like call statistics and voicemail transcription. We are a privately owned Voice over IP company with a corporate office in Brandon, FL.
TeleVoIPs - Business Phone Solutions is seeking a full-time on-site Telecommunications Helpdesk Technician - Tier II, based in Brandon, FL
ESSENTIAL FUNCTIONS:
Assist with troubleshooting support tickets escalated from Tier 1 Support including diagnosis of hardware and software issues, resolving customer issues related to VoIP services, updating service tickets, documenting incidents, and communicating with customers throughout the ticket lifecycle.
Analyzes and provides Call Detail Records (CDR) call logs depending on department requirements. Administers and monitors IP telephony systems for performance.
Provide expert-level technical assistance to our customers on IP hardware and software by troubleshooting and resolving technical issues via phone, email, or in person, ensuring timely and effective resolution. .
Collaborate with other cross-functional teams to scope and launch new products, services, and features.
Required Skills/Abilities:
- Must have at least 2+ years experience in IT, customer service, or related field
- Desire to learn and retain new information
- Ability to communicate effectively (both verbally and in writing) and strong customer service orientation
- Excellent organizational and interpersonal skills
- Highly motivated self-starter, able to lead initiatives as well as contribute as a team member
- Working knowledge of networking protocols and technologies including but not limited to VLAN, DHCP, NAT, and DNS is desired.
- A positive and professional demeanor, with a strong commitment to customer satisfaction
- Strong troubleshooting and critical thinking skills, with the ability to quickly diagnose and resolve complex technical issues
Preferred Skills/Abilities:
- Desire to learn and retain new information
- Process Improvement
- Functional knowledge of Netsapiens Infrastructure
- Ability to work independently and in a team environment