Tier 1 Help Desk Voice Telecommunications Technician

Job Description

Job Description

POSITION OBJECTIVE

  • Administer swift and effective Tier 1 Voice Help Desk support for customers reporting trouble for, or requesting assistance with, services and solutions provided by VIP Voice Services.

Certification Requirements

  • Remote Certification for Avaya / Grandstream / Yealink / Metaswitch
  • VIP Customer Service Certification

General Responsibilities

Tier 1 Support / Voice Helpdesk Technician responsibilities include, but not limited to:

Participate in Voice Services staff meetings

Work in conjunction with other Voice Services team members and upstream carriers for solutions to customer telephony/network service requests

Assist with answering customer support lines for Voice Services helpdesk

Proficiencies in ALL Voice Services’ hardware and software applications

Customer service ticket creation and management

Thorough follow-up and follow-through to ensure timely resolutions for customers

Competencies Required

Communication

Speaking with Customers over phone and written communication.

Clear and precise, both written and verbal

Data collection

Teamwork

  • Ability to work with team members involved in Sales, Engineering, Installation

Problem solving

Customer questions/concerns

Connecting them to proper agents/agency

Self Management

Self-Motivation

Work/Personal Time Management

Planning and organization

Must be personally organized

Keep targeted focus on completion of assigned ticket schedule (Dispatch Portal)

Technology

Microsoft Office (Outlook, Excel, Word, etc)

ConnectWise Manage CRM

Learning

Teachable and able to retain

Capable and willing to do independent research for technical solutions

Initiative

Self-Starter

Strong Work Ethic

On Time

ORGANISATIONAL RELATIONSHIPS/AUTHORITY

Reports to: Voice Services Help Desk Manager

Internal Contacts: Sales Team / Technical Team / Project Manager / Admin Team

External Contacts: Customers / Carriers / Vendors

  • This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.