Description We are offering a contract to permanent employment opportunity for a Voice Analyst to join our team. The job function revolves around the provision and maintenance of VoIP related products, serving as an escalation point for technical support. Responsibilities: Serve as the main escalation path for field agents with VoIP related issues and trouble tickets. Regularly monitor network devices, interfaces, and trouble tickets to identify any problems impacting voice services. Responsible for troubleshooting issues with our voice services and updating call paths. Liaise with carriers and vendors to open new trouble tickets, schedule dispatches, and maintain updates on existing trouble tickets. Handle incoming calls and respond to emails regarding service troubles or call path changes. Provide prompt and detail oriented responses to customer inquiries. Coordinate the installation and configuration of voice service components. Maintain active communication with customers, on-site technicians, carrier service providers, and our Technical Support Engineers and VoIP Engineers. Ensure all tickets and jobs are completed accurately and efficiently from start to finish. Conduct additional duties and responsibilities as assigned. Skills: Experience with Cisco Voice Over Internet (VoIP), Voice over internet protocol (VoIP), VoIP, VOIP - Voice Over IP, VoIP System, IP Telephony, Telephony System, Network Operation Center. Proficiency in Basic Troubleshooting, ISDN, SIP, Customer Service, and Resolve Customer Service. Proven ability to provide Superior Customer Service. Requirements Minimum of 1 year of experience in a Voice Analyst role or similar position Proficiency in Cisco Voice Over Internet (VoIP) and similar VoIP systems Thorough understanding of IP Telephony and Telephony Systems Experience working in a Network Operation Center environment Familiarity with ISDN and SIP protocols Basic troubleshooting skills related to VoIP and other telecommunication systems Excellent customer service skills, with a proven track record of resolving customer service issues Ability to deliver superior customer service in high-pressure situations Strong communication skills, both written and verbal Ability to work independently and as part of a team Commitment to ongoing detail oriented development and learning in the field of Voice Analyst. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
