Technical Support Representative (W/ Customer Service Experience)

What You Will Do:

Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures
Ability to answer general questions and assist Customers and Partners regarding account status, portal access, account cancelations, address validation, billing inquires, and general order services
Assist Customers and Partners with troubleshooting SIP Trunk configurations, troubleshooting and reviewing SIP messages and assign Customer SIP Credentials
Assist Customers and Partners with troubleshooting Messaging (SMS/MMS)
Troubleshoot device connectivity and failover status for Managed SIP Trunking Customers
Assist with identification verification and monitoring for International & Domestic Fraud
Review customer requested CNAM presets
E911 Endpoint review and configuration

What You Will Need:

4-year college degree or equivalent work experience preferred
1+ years experience in a customer-facing role
1+ years working with voice technology
Excellent analytical, troubleshooting, and customer service skills (written and verbal)
Ability to quickly learn and adapt in an ever-changing environment
Experience with helpdesk, ticketing software, and troubleshooting tools