Product Support Analyst (Voice)

We are seeking a Product Support Analyst (Voice) to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking.

Responsibilities

Provide technical support to customers for voice, API and 911 products; Professional communications with customers in troubleshooting reported issues; Partner with Local Exchange Carriers in resolving customer network issues; Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements; Partner with customer's IT support personnel in resolution of issues; Assist with troubleshooting of customer's routers that are included in VOIP and SIP network; Escalate chronic or intermittent issues to higher echelon teams and management level attention

Requirements

Technical expertise in Local and Wide Area Networks concerning telephony infrastructure; Understanding of Router Configurations that affect VOIP and SIP Trunking; Associate degree with additional SIP, PBX, and network experience is acceptable; Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must; Strong troubleshooting and problem solving skills; Network configurations using Routers and Switches revolving around telephony infrastructures; Knowledge of PBX operations; Required to work Monday - Friday from 12:00 PM – 9:00 PM

Nice to have

Bachelor's degree is preferred; Additional skills in Public Switching Telephone Network (PSTN) are desirable

Benefits

100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses; Four weeks of PTO for all new hires; PTO Embargo; Additional PTO earned through volunteer hours and Bandwidth challenges; Mahalo moments program granting additional time off for life's important moments; 90-Minute Workout Lunches; Unlimited meetings with an in-house nutritionist