CX Specialist I, VoIP

Responsibilities

• Provide remote technical support for VoIP-related issues within BroadWorks, Webex Calling, and telephony systems
• Troubleshoot VoIP issues across multiple layers, isolating customer-side vs. platform-side behavior
• Document support tickets completely, maintaining thorough troubleshooting records
• Follow up with customers to ensure issue resolution and satisfaction
• Identify trends and recurring problem patterns, proposing solutions or service improvements
• Collaborate with cross-functional teams, including Tier 3 engineers and vendors, to resolve escalated issues
• Stay current on VoIP technologies, emerging trends, and best practices to enhance diagnostic capabilities
• Perform additional duties as assigned

Qualifications

• At least two years of customer service experience
• Strong understanding of networking principles and protocols related to VoIP systems
• Strong documentation skills and attention to detail
• Ability to identify and analyze trends in recurring VoIP issues
• Exceptional troubleshooting and problem-solving skills
• Strong communication skills and customer service mindset
• Associate’s degree in networking, computer technology, or CCNA (preferred)
• We Will Give Special Consideration To Candidates Who Have Experience using diagnostic tools such as Wireshark
• Experience supporting UCaaS, CPaaS, or SIP trunking environments
• Previous work in telecom, managed services, or enterprise VoIP support
• Advanced troubleshooting experience across routers, switches, firewalls, DHCP, DECT, SIP-to-analog hardware, or VoIP QoS