Telecommunications Helpdesk Technician - Tier I

TeleVoIPs is a Tampa, FL-based company offering business phone solutions with a state-of-the-art cloud-based VoIP system. We provide advanced features like call statistics and voicemail transcription, focusing on cost-effective communication solutions for businesses.

About the role

We are seeking a full-time on-site Telecommunications Helpdesk Technician - Tier I in Brandon, FL. This role provides customer service and technical support for our Business Phone Solutions, including answering calls, resolving issues, and escalating complex problems. You will troubleshoot VoIP services, update service tickets, document incidents, and communicate with customers throughout the ticket lifecycle.

Responsibilities

• Answer incoming customer calls and provide technical support for VoIP services
• Troubleshoot and resolve customer issues related to VoIP systems, network protocols, and equipment
• Update and maintain service tickets, documenting incidents and customer interactions
• Escalate complex issues to higher-tier support when necessary
• Communicate with customers throughout the ticket lifecycle to ensure resolution

Requirements

• Prior experience in a technical support or customer service role
• Knowledge of VoIP systems, network protocols, and equipment (routers, switches, firewalls, VoIP phones) preferred
• Excellent oral and written communication skills with a strong customer service orientation
• Familiarity with troubleshooting hardware and software issues, including diagnostic tools
• Ability to work independently and in team environments
• Associate’s or Bachelor’s degree preferred but not required

Physical Demands

• Light to moderate physical activity, including sitting, standing, and walking for extended periods
• Work in a well-lighted, climate-controlled indoor office environment
• Manual dexterity sufficient to handle and reach items, work with hands and fingers
• Close, distant, and peripheral vision, as well as depth perception
• Ability to lift up to 25 lbs

Pay

$38,000/yr - $49,000/yr with overtime pay.

Benefits

• Paid training and certifications
• Generous paid time off and company-paid holidays
• Medical, Dental, and Vision Insurance
• 401(k) Matching and Profit Sharing
• Casual, close-knit work environment with team-building events