Vaco is seeking a Voice Analyst to join our 24/7/365 Network Operations Center. The Voice Analyst is responsible for provisioning and maintaining VoIP related products and serve as an escalation point of technical support for our client's national voice services platform. The Voice Analyst team is responsible for the remote support, installation, and upkeep of our POTS, TDM, and VoIP services.
Our Voice Analysts are responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms. Analysts ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Must be able to train on 1st shift Monday-Friday from 9am-5pm, EST. After training, the following shift is available in Eastern Standard Time:
9am-5pm, EST Monday-Friday
Principal Duties and Responsibilities:
Serve as a primary escalation path for field agents with VoIP related dispatches and trouble tickets
Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers voice services using our client's custom V-Select Portal
Troubleshoot issues with Velocity's voice services and update call paths
Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets
Receive incoming calls and respond to emails regarding service troubles or call path changes
Respond to customers in an expeditious and professional manner
Coordinate proper installation and configuration of voice service components
Other duties and responsibilities, as assigned
Knowledge, Skills and Abilities Required:
6+ months experience implementing, troubleshooting, and maintaining VoIP systems
Ability to multitask, working quickly and accurately
Work well in a team-oriented environment, successfully completing individual tasks
Demonstrated knowledge with telephone networks - POTS, VoIP, and TDM
Basic familiarity with telephony standards and protocols - H.323, MGCP, ISDN, SIP, RTP
Basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)
Ability to hear ordinary conversations and phone communications
Able to work at least one weekend day each week
Qualifications, Experience and Education:
Required - Previous relevant technology experience (1-year)
Preferred - Associate degree in technology or equivalent experience (2-years)
Preferred - Demonstrated technical, leadership, and communication skills
Preferred - Experience in hospitality or service provider networks
Preferred - Industry relevant technical training and certifications
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