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Job Description
Job Description
We are offering a contract to permanent employment opportunity for a Voice Analyst in the tech industry. The Voice Analyst will be an integral part of our Network Operations Center, providing remote support, installation, and maintenance for our VoIP services. This role involves working with a variety of stakeholders, including customers, technicians, carrier service providers, and our internal engineering team.
Responsibilities:
Serve as an escalation point for field agents dealing with VoIP related issues and tickets Monitor network devices, interfaces, and troubleshoot problems impacting our voice services Update call paths and troubleshoot issues with our voice services Open new trouble tickets, schedule dispatches, and keep up to date on existing trouble tickets with carriers and vendors Respond to incoming calls and emails regarding service troubles or call path changes in a prompt and detail oriented manner Coordinate the installation and configuration of voice service components Maintain active communication with customers, on-site technicians, and carrier service providers Collaborate closely with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms Ensure all tickets and jobs are handled quickly and accurately from initiation to completion. Minimum of 1 year experience as a Voice Analyst or in a related role
Proficiency in Cisco Voice Over Internet (VoIP)
Understanding of Voice over Internet Protocol (VoIP)
Familiarity with VoIP systems
Experience with IP Telephony and Telephony Systems
Previous work in a Network Operation Center is beneficial
Ability to perform Basic Troubleshooting tasks
Knowledge of ISDN and SIP protocols
Strong customer service skills
Ability to resolve customer service issues effectively
Commitment to providing superior customer service
Excellent communication and interpersonal skills
Ability to work independently and in team settings
Strong problem-solving skills and attention to detail
Willingness to stay updated with new technology and trends in the field
Ability to manage multiple tasks and priorities effectively.
Responsibilities:
Serve as an escalation point for field agents dealing with VoIP related issues and tickets Monitor network devices, interfaces, and troubleshoot problems impacting our voice services Update call paths and troubleshoot issues with our voice services Open new trouble tickets, schedule dispatches, and keep up to date on existing trouble tickets with carriers and vendors Respond to incoming calls and emails regarding service troubles or call path changes in a prompt and detail oriented manner Coordinate the installation and configuration of voice service components Maintain active communication with customers, on-site technicians, and carrier service providers Collaborate closely with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms Ensure all tickets and jobs are handled quickly and accurately from initiation to completion. Minimum of 1 year experience as a Voice Analyst or in a related role
Proficiency in Cisco Voice Over Internet (VoIP)
Understanding of Voice over Internet Protocol (VoIP)
Familiarity with VoIP systems
Experience with IP Telephony and Telephony Systems
Previous work in a Network Operation Center is beneficial
Ability to perform Basic Troubleshooting tasks
Knowledge of ISDN and SIP protocols
Strong customer service skills
Ability to resolve customer service issues effectively
Commitment to providing superior customer service
Excellent communication and interpersonal skills
Ability to work independently and in team settings
Strong problem-solving skills and attention to detail
Willingness to stay updated with new technology and trends in the field
Ability to manage multiple tasks and priorities effectively.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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