JOB TITLE: Telecommunications Helpdesk Technician - Tier III
LOCATION: Brandon, FL
EMPLOYMENT TYPE: Full-Time/Hourly (Hybrid)
STATUS: exempt; Salaried 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.
Position Responsibilities:
Our Technical Specialists Tier III provides advanced/expert troubleshooting of customer and internal service inquiries regarding phones, quality, SMS, video conferencing, apps, networking and others. They are also responsible for monitoring tech communications and helping guide when necessary. Finding and resolving inefficiencies as well as constantly working on documentation and the knowledge base to help the Tier I and Tier II techs.
(includes but may not be limited to the following):
- Work with Sales team when they have questions on supporting features and hardware. Example queue callback, doorbells, paging systems, crm integrations.
- Troubleshoot call quality. Be an expert in packet captures and analyzing SIP signaling.
- Process Documentation and Optimization
- Work with lead developers to troubleshoot issues and implement improvements
- Provisioning expert, help new and existing clients create solutions within a UC system, hardware, or API integrations
- Be an escalation path for your peers: guide and train to facilitate a progressive work place and team.
- Work directly with our clients’ IT companies to efficiently resolve network issues
Compensation & Perks:
- $70k/yr - $105k/yr
- 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
