St. Petersburg, Florida
Full Time

VoIP Technical Support Tier II

We are currently seeking a highly skilled VoIP Technical Support Tier II Engineer to join our growing team. As a member of our team, you will play a key role in providing advanced technical support to our customers, solving complex issues related to our UCaaS environment, and delivering exceptional service to our customers within our geographic territory.

About this position

We are currently seeking a highly skilled VoIP Technical Support Tier II Engineer to join our growing team. As a member of our team, you will play a key role in providing advanced technical support to our customers, solving complex issues related to our UCaaS environment, and delivering exceptional service to our customers within our geographic territory.

Responsibilities

  • Provide expert-level technical assistance to our customers on IP hardware and software.
  • Troubleshoot and resolve technical issues via phone, email, or in person, ensuring timely and effective resolution.
  • Identify opportunities for hardware and software improvements, making recommendations to customers where necessary.
  • Maintain accurate records of customer issues and resolutions, ensuring all issues are tracked and resolved in a timely manner.
  • Perform on-site service calls and installations, providing top-notch service to our customers.

Qualifications

  • A minimum of 3+ years of experience in IT, customer service, or related fields.
  • In-depth knowledge and experience with VoIP, specifically with NetSapiens, Yealink, and Polycom.
  • Experience working with routers and switches.
  • Possess a clean driver's license and record.
  • Experience using Zendesk, Jira, and HubSpot is a major plus.
  • Exceptional ability to build rapport with clients, establishing trust and credibility.
  • Strong written and verbal communication skills, able to convey complex technical information in a clear and concise manner.
  • Strong troubleshooting and critical thinking skills, with the ability to quickly diagnose and resolve complex technical issues.
  • A positive and professional demeanor, with a strong commitment to customer satisfaction.

This is an exciting opportunity to join one of the fastest-growing software companies in Tampa Bay. If you have a passion for VoIP technology and a commitment to delivering exceptional customer service, we encourage you to apply today!

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