Remote UCaaS Support Specialist — Night Shift

SCALABLE OS CORP.; Philippines; On-site; PHP 750,000 - 1,125,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Sr. Technical Analyst to act as the primary contact for UCaaS, VoIP, and collaboration services support in a fast-paced call center environment.

You will handle inbound calls, outbound troubleshooting, and a high volume of tickets, delivering first-contact resolution and clear communication throughout the ticket lifecycle. The role requires strong English communication skills, 3 years in a Help Desk, and experience with UCaaS/VoIP platforms.

Qualifications

• Associate degree or equivalent experience.
• 3 years of Help Desk/Technical Support Center experience.
• 2-3 years of experience working with and supporting Unified Communications, VoIP, or Cloud Based Collaboration Platform.
• Strong interpersonal, written, and oral communication skills in English.
• Desire to work in a fast-paced team environment within the technology sector.
• Experience with a Service Desk Platform for Ticketing (JSD, SNOW, Ivanti, SFDC, etc.).
• Proficiency with Microsoft 365 applications.
• Proficiency with triaging inbound technical customer issues and appropriately diagnose case severity/priority.
• Proficiency with networking basics.

Responsibilities

• Serve as the first point of contact for customer support requests through inbound telephone calls and assigned support channels.
• Make outbound calls for troubleshooting, status updates, follow-up, validation, and ticket closure.
• Gather complete and accurate information to identify the issue, establish impact, and begin troubleshooting.
• Communicate technical information clearly to technical and non-technical customers, provide timely updates, and confirm service restoration or request completion.
• Create, update, triage, prioritize, and manage support tickets in accordance with established service level expectations.
• Monitor assigned queues and respond promptly to incidents, service requests, callbacks, and follow-up activities.
• Troubleshoot common UCaaS and VoIP issues by performing basic endpoint, connectivity, registration, voicemail, call-routing, and test-call validation.
• Assist customers with portal access, password resets, user features, and other standard administrative requests.
• Complete approved user provisioning, deprovisioning, and routine MACDs, validating the completed work with the customer and documenting the outcome.

Skills

UCaaS

VoIP

Customer communication

Troubleshooting

Ticketing systems

Microsoft 365

Networking basics

English communication

Education

Associate degree

Bachelor’s degree

Tools

JSD

SNOW

Ivanti

SFDC

Job description

SCALABLE OS CORP. is seeking a Sr. Technical Analyst to act as the primary contact for UCaaS, VoIP, and collaboration services support in a fast-paced call center environment.

You will handle inbound calls, outbound troubleshooting, and a high volume of tickets, delivering first-contact resolution and clear communication throughout the ticket lifecycle. The role requires strong English communication skills, 3 years in a Help Desk, and experience with UCaaS/VoIP platforms.