Telecom support analyst
Core
Provide initial help desk support for customer inquiries via phone and email, troubleshooting and escalating issues for hosted VoIP systems.
Role type
Help Desk Support Analyst
Builds
Hosted business phone systems (Voice over IP) for small and mid-sized enterprises
Domain
Telecommunications / VoIP
Deliverable
client delivery
Required skills
troubleshooting, multitasking, help desk software proficiency, ticketing solutions management, client communication
Preferred skills
Network+ certification
Technologies
HTTP
Responsibilities
Serve as the initial point of contact for customer inquiries, provide support and solutions, timely escalate unresolved issues to higher-level support, monitor and route inquiries, maintain customer records, guide customers through problem-solving, ensure accurate documentation of tickets, suggest procedural improvements.
Seniority
Entry-level to Mid-level