The Voice Analysts are responsible for maintaining active communication with customers, on-site technicians, carrier service providers, and working directly with Technical Support Engineers and VoIP Engineers to support and troubleshoot voice platforms. Analysts ensure all tickets and jobs are handled efficiently and accurately from start to finish. This is a fully remote position.
Shift Availability:
- Monday-Friday, 9 AM to 5 PM EST
Principal Duties and Responsibilities:
- Serve as a primary escalation point for field agents handling VoIP-related dispatches and trouble tickets
- Monitor network devices, interfaces, and trouble tickets, continuously identifying and addressing issues impacting customers' voice services through a custom portal
- Troubleshoot and update call paths for the company's voice services
- Contact carriers and vendors to open trouble tickets, schedule dispatches, and monitor the status of existing tickets
- Handle incoming calls and respond to emails regarding service issues or call path changes
- Respond to customers promptly and professionally
- Coordinate proper installation and configuration of voice service components
- Perform additional duties as assigned
Knowledge, Skills, and Abilities Required:
- 6+ months of experience implementing, troubleshooting, and maintaining VoIP systems
- Ability to multitask and work efficiently with accuracy
- Ability to work effectively in a team-oriented environment while successfully managing individual tasks
- Knowledge of telephone networks, including POTS, VoIP, and TDM
- Familiarity with telephony standards and protocols such as H.323, MGCP, ISDN, SIP, and RTP
- Basic knowledge of IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)
- Ability to communicate clearly in both phone conversations and written communication
- Willingness to work at least one weekend day per week
Qualifications, Experience, and Education:
- Required: Previous relevant technology experience (1 year)
- Preferred: Associate degree in technology or equivalent experience (2 years)
