Technical Support Technician (VoIP)
Location: Birmingham, AL/ Liberty, MS (Onsite)
Duration: 6+months CTH
Job Summary
Our client, is seeking a Basic Technical Support Technician (VoIP) to provide technical support for enterprise voice solutions. This role focuses on troubleshooting VoIP issues across the BroadWorks platform, Webex Calling, and telephony systems while delivering an outstanding customer experience.The hiring manager places a strong emphasis on personality, communication skills, and customer service. Candidates with a solid technical foundation, a willingness to learn, and the ability to quickly grasp new concepts are highly encouraged to apply.Key Responsibilities
- Provide Tier 1 technical support for VoIP-related issues.
- Troubleshoot and resolve issues within BroadWorks, Webex Calling, and basic telephony environments.
- Diagnose networking and connectivity issues impacting voice services.
- Accurately document support tickets, troubleshooting steps, and resolutions.
- Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.
- Identify recurring issues and trends and recommend process or technical improvements.
- Escalate complex issues when necessary and collaborate with internal technical teams.
- Stay current on VoIP technologies, networking concepts, and industry best practices.
Required Qualifications
- 1–2 years of technical support experience, preferably supporting VoIP environments.
- Experience troubleshooting BroadWorks, Webex Calling, or similar VoIP platforms.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and SIP.
- Strong troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- Strong documentation and ticket management experience.
- Customer-focused mindset with exceptional interpersonal skills.
- Ability to learn quickly and adapt in a fast-paced technical environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred, not required).
- CCNA or other networking certification is a plus.
- Experience identifying trends and contributing to continuous process improvements.
What We're Looking For
- Excellent customer service and communication skills.
- Positive attitude and strong work ethic.
- Ability to quickly learn new technologies.
- Strong problem-solving skills.
- Team player with a desire to grow in networking and VoIP technologies.
Pay: $18.00 - $20.00 per hour
Work Location: In person
