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.

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!