VoIP Support - Cary, United States - QuestBlue Systems, Inc

Description

Job Description

Job Description

Job description

Telecommunication provider is seeking a VoIP Telecom Specialist for our technical support department. This role requires a strong technical background and advanced knowledge of VoIP networking systems, excellent communication skills, a passion for delivering exceptional customer service by solving their communications challenges, troubleshooting, and ensuring the overall reliability, performance, and deliverability of our services.

Key Responsibilities

• Acts as a the first line of contact in customer support.
• Perform high level of troubleshooting issues related to VoIP protocols such as SIP, RTP, and WebRTC. Be the subject matter expert for any FreeSWITCH / Asterisk related questions.
• Working with the day-to-day operations of the technical support team.
• Provide technical support to assist in resolving customer issues for an effective resolution.
• Monitoring escalation queue throughout the shift and adjusts support as needed.
• Develop and implement efficient support processes and procedures.
• Gather customer feedback and implement continuous improvement measures.
• Drive initiatives to improve customer satisfaction and loyalty.
• Identify, optimize and resolve issues related to latency, scalability and performance.
• Do root cause analyses and solution implementations to prevent future incidents.
• Suggest to team lead options to implement monitoring and alerting tools to ensure early detection of incidents.

Education & Qualifications:

• BS in Computer Science, Information Technology, Telecommunications or similar.
• +5 years of Linux experience required.
• +5 years of Networking / Telecommunications experience highly preferred.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and a customer-centric mindset.
• Effective communication skills, both written and verbal, are critical.
• Must pass background check

Preferred Technical and Professional Expertise Desired Qualifications:

• Experience /familiarity with Open Source VoIP applications such as Kamailio, OpenSIPS, FreeSWITCH, RTPEngine and software based PBX's (Asterisk. FreePBX, Digium etc.)
• Strong familiarity with VoIP protocols, including SIP, RTP, and WebRTC, and the ability to troubleshoot and work with these technologies.
• Experience with database technologies such as MySQL.

Schedule: Monday to Friday. May require after-hours during escalation issues.

Location: Morrisville / Cary, NC office.

Job Type: Full-time

Salary: $22-$25/hr per year based on experience.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work Location: In person No Remote Workers Accepted

Company DescriptionQuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider.

We have a fully functioning end user portal where they can provision in real time, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.

This is not a remote worker position

Company Description

QuestBlue Systems, Inc is a fast paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider.\r
\r
We have a fully functioning end user portal where they can provision in real time, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.\r
\r
This is not a remote worker position