Product Support Analyst (Voice)

Role overview

Schedule

• The stated schedule is Monday through Friday, 12:00 p.m. to 9:00 p.m.

Responsibilities

• Support customers with voice, API, and 911 products.
• Troubleshoot reported issues and communicate professionally with customers.
• Partner with Local Exchange Carriers and customers’ IT support personnel to resolve network issues.
• Manage tickets to resolve issues within SLA requirements.
• Assist with troubleshooting routers used in VoIP and SIP networks.
• Escalate chronic or intermittent issues to higher-level teams and management.

Required qualifications

• VoIP and SIP knowledge are required.
• Knowledge of router and switch configurations for telephony infrastructure.
• Knowledge of PBX operations.
• Strong troubleshooting and problem-solving skills.

Preferred qualifications

• A bachelor’s degree is preferred; an associate degree with additional SIP, PBX, and network experience is acceptable.
• PSTN skills are desirable.

Benefits and culture

• The employer describes company-paid medical, vision, and dental coverage, four weeks of PTO for new hires, and additional time-off programs.
• The posting describes a collaborative culture and wellness offerings.