Telecommunications Helpdesk Technician - Tier III

Overview

Job Title : Telecommunications Helpdesk Technician - Tier III

Location : Brandon, FL

Employment Type : Full-Time / Hourly (Hybrid)

Status : exempt; Salaried Compensation

Reports To : Technical Support Manager

Company Description

TeleVoIPs is a Tampa, FL-based company that offers business phone solutions. We have a state-of-the-art cloud-based phone system designed to provide unparalleled customer service and support. Our focus on creating cost-effective communication solutions helped us to develop a VoIP system that provides advanced business features like call statistics and voicemail transcription. We are a privately-owned Voice over IP company with a corporate office in Brandon, FL.

Position Responsibilities

Our Technical Specialists Tier III provide advanced / expert troubleshooting of customer and internal service inquiries regarding phones, quality, SMS, video conferencing, apps, networking and others. They are also responsible for monitoring tech communications and helping guide when necessary. Finding and resolving inefficiencies as well as constantly working on documentation and the knowledge base to help the Tier I and Tier II techs.

Responsibilities (including but may not be limited to the following) :

• Work with Sales team when they have questions on supporting features and hardware. Example queue callback, doorbells, paging systems, crm integrations.
• Troubleshoot call quality. Be an expert in packet captures and analyzing SIP signaling.
• Process Documentation and Optimization
• Work with lead developers to troubleshoot issues and implement improvements
• Provisioning expert, help new and existing clients create solutions within a UC system, hardware, or API integrations
• Be an escalation path for peers : guide and train to facilitate a progressive workplace and team.
• Work directly with clients' IT companies to efficiently resolve network issues

Compensation & Perks

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