Tier III Voice Technical Support Agent
Last Updated: 2025-August-09
Positions Required: 2
Still Available: 2
*** Please attach your resume to application ***
Job Summary:
Provide remote service and support to Broadsoft Hosted voice services, and Allbridge-Hosted BluIP voice customers. This includes troubleshooting PBX systems on cloud hosted solutions and their related applications such as ACD, Voice Mail, MIS reporting, call accounting, application servers and all other peripherally attached equipment to the customers voice communications environment.
Essential Job Functions:
- Manage list of service cases in progress from the Hosted service queue
- Communicate the status of the resolution of cases on to customers as needed
- Provide a high level of customer satisfaction and strive for fast case resolution within 3 days of case creation
- Maintain a clear concise record of work completed in Salesforce CRM
- Communicate with peers and management as needed to escalate unresolved issues
- Maintain excellent communications skills with our customers
- Maintain knowledge of new products and services as to provide a high level of service and satisfaction to our customers
Required Qualifications:
- Native-speaker level of English proficiency (C2-level with neutral accent)
- 3+ years of technical support voice experience working in an enterprise level, virtual technical support call center. Knowledge of the hospitality, multifamily, and call center industry is a plus.
- Knowledge of Fortigate router configurations as well as Cradlepoint devices and Ruckus access points
- In depth Knowledge of Broadsoft Hosted products as well as SIP telephony hardware such as Polycom, SNOM, Vtech, AEI, Bittel, Panasonic, Yealink, Telematrx, Cisco gateways, Domotz , Audio Codes Gateways, Adtran routers, Jazz RT1000 and RT500 devices.
Knowledge/Skills/Abilities:
- In depth knowledge Broadsoft and BluIP Hosted voice products, VOIP telephony, Metropolis Call Accounting, Jazzware applications.
- Program SIP Trunks and VOIP Telephones on SIP Gateway Adtrans and MSBRs, configure Analog Gateways on Audio codes such as MP 124 as well as provision Ruckus Access points and Domotz devices
- In depth knowledge on Lan/Wan networking including routing and switching and wireless networking.
- Knowledge on using PC applications such as Microsoft Outlook, Excel, Word, Visio, Wireshark, Microsoft Teams, Remote applications such as Anydesk and LogMein, and Salesforce.com.
- Ability and desire to work, when and as needed, to ensure the availability of services for our clients
- Adapt quickly and openly to a changing environment
- Handle multiple priorities and plan work accordingly
- Achieve a high standard of excellence with work processes and outcomes
- Prioritize high customer satisfaction and responsiveness to customer needs
- Communicate clearly, accurately and in a timely manner
- Take ownership of work, doing what is needed without being asked and following through
- Be receptive to feedback and embrace continuous improvement
Wage and Benefits:
- USD 720 to USD 800 per month (N1,005,000 to N1,200,000)
- 40 hours per week (9am to 6pm EST, M-F, with one hour unpaid lunch mid-shift)
- Work from Home
- No benefits
*** Please attach your resume to application ***
Job Type: Full-time
Pay: E£35,000.00 - E£38,000.00 per month
Application Question(s):
- 1. Is your spoken English at the C2 level (neutral accent / no accent)?
- 2. Working hours are 9am to 6pm E.S.T. (New York City) Can you easily work these hours?
- 3. How much experience do you have with Broadsoft Hosted voice services?
- 4. How much experience troubleshooting PBX systems on cloud hosted solutions?
- 5. How much experience with Fortigate routers?
- 6. How much experience with Cradlepoint devices?
- 7. How much experience working with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, Audio Codes gateways, etc)?
- 8. Do you have In depth knowledge of Broadsoft Hosted products?
- 9. How much experience with Salesforce as a ticketing system or CRM?
- 10. How much experience working in a busy call center environment?
Expected Start Date: 25/08/2025
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