Telecommunications Helpdesk Technician - Tier I

JOB TITLE: Telecommunications Helpdesk Technician - Tier I
LOCATION: Brandon, FL
EMPLOYMENT TYPE: Full-Time/Hourly (On-site)
STATUS: Nonexempt; Hourly Compensation
REPORTS TO: Technical Support Manager

Company Description

TeleVoIPs is a Tampa, FL-based company that offers business phone solutions. We have a state-of-the-art cloud-based phone system designed to provide unparalleled customer service and support. Our focus on creating cost-effective communication solutions helped us to develop a VoIP system that provides advanced business features like call statistics and voicemail transcription. We are a privately-owned Voice over IP company with a corporate office in Brandon, FL.

Role Description

TeleVoIPs - Business Phone Solutions is seeking a full-time on-site Telecommunications Helpdesk Technician - Tier I, based in Brandon, FL. The Helpdesk Technician - Tier I provides customer service and technical support for TeleVoIPs Business Phone Solutions. This includes answering incoming calls, resolving customer issues, and escalating complex issues as needed. The Helpdesk Technician - Tier I will troubleshoot and resolve customer issues related to VoIP services, update service tickets, document incidents, and communicate with customers throughout the ticket lifecycle.

Qualifications

• Prior experience in a technical support or customer service role required
• Knowledge of VoIP systems, network protocols and equipment (such as routers, switches, firewalls, VoIP phones) is preferred
• Excellent oral and written communication skills, and strong customer service orientation
• Familiarity with troubleshooting hardware and software issues, with an understanding of diagnostic tools
• Ability to work independently and in team environments
• Associates or Bachelor’s degree preferred, but not required

COMPENSATION & PERKS:

• $38,000/yr - $49,000/yr
• Overtime pay
• Paid training and certifications
• Generous paid time off
• Company-paid holidays
• Medical, Dental and Vision Insurance
• 401 (k) Matching, Profit Sharing
• A casual, close-knit work environment
• Company team-building events