CX Specialist I, VoIP

C Spire; Birmingham, Northern (AL, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

401k Match

Tuition Assistance Programs

Complimentary Wireless Service &Device

Teladoc Telemedicine

WellBeacon Wellness Program

Paid Talent Referral Opportunities

Job summary

C Spire is seeking a Customer Experience Specialist, VoIP (Levels I & II) to deliver remote technical support for VoIP services including BroadWorks and Webex Calling. You will diagnose and resolve multi-layer VoIP issues, document cases, and collaborate with engineers to ensure high-quality customer outcomes.

The role emphasizes strong troubleshooting, thorough documentation, and the ability to analyze trends. It offers growth into advanced engineering or leadership paths within C Spire.

Qualifications

• Two years of customer service experience preferred.
• Strong understanding of networking principles related to VoIP.
• Excellent documentation and detail orientation.

Responsibilities

• Provide remote technical support for VoIP issues within BroadWorks, Webex Calling, and telephony systems.
• Troubleshoot VoIP issues across multiple layers and distinguish customer-side vs platform-side behavior.
• Document support tickets thoroughly and maintain troubleshooting records.
• Follow up with customers to ensure issue resolution and satisfaction.
• Identify trends and recurrent problems; propose solutions or service improvements.
• Collaborate with Tier 3 engineers and vendors to resolve escalated issues.
• Stay current on VoIP technologies and best practices to enhance diagnostics.
• Perform additional duties as assigned.

Skills

VoIP troubleshooting

Documentation

Customer service

Networking knowledge

BroadWorks/Webex Calling

SIP trunking

Communication skills

Analytical thinking

Education

Associate’s degree in networking, computer technology, or CCNA (preferred)

Tools

Wireshark

Job description

Summary:

Our Vision: Be the best at what we do. Our Mission: Improve lives through technology. Customer Inspired isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers’ lives. It’s a challenging goal, but we have a winning team that is looking to grow. The Customer Experience Specialist, VoIP (Levels I & II) provides technical support for VoIP services within the BroadWorks platform, Webex Calling, and related telephony systems. These roles require strong troubleshooting skills, excellent documentation, and a commitment to delivering high-quality support. Level II specialists additionally diagnose advanced, multi-layer VoIP issues, collaborate with engineering teams, analyze trends, and support complex escalations.

Responsibilities:

What You Will Do In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Provide remote technical support for VoIP-related issues within BroadWorks, Webex Calling, and telephony systems
• Troubleshoot VoIP issues across multiple layers, isolating customer-side vs. platform-side behavior
• Document support tickets completely, maintaining thorough troubleshooting records
• Follow up with customers to ensure issue resolution and satisfaction
• Identify trends and recurring problem patterns, proposing solutions or service improvements
• Collaborate with cross-functional teams, including Tier 3 engineers and vendors, to resolve escalated issues
• Stay current on VoIP technologies, emerging trends, and best practices to enhance diagnostic capabilities
• Perform additional duties as assigned

This position is an exceptional introduction to VoIP engineering and customer-focused technical operations, offering room to grow into advanced engineering, networking, or leadership roles. From Customer Experience Specialist, VoIP you will have a perfect springboard into all areas of C Spire and develop robust career skills.

Qualifications:

What You Will Bring As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external customer experience. To support our Customer Experience team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement. For Specialist I, we require:

• At least two years of customer service experience
• Strong understanding of networking principles and protocols related to VoIP systems
• Strong documentation skills and attention to detail
• Ability to identify and analyze trends in recurring VoIP issues
• Exceptional troubleshooting and problem-solving skills
• Strong communication skills and customer service mindset
• Associate’s degree in networking, computer technology, or CCNA (preferred)

We will give special consideration to candidates who have:

• Experience using diagnostic tools such as Wireshark
• Experience supporting UCaaS, CPaaS, or SIP trunking environments
• Previous work in telecom, managed services, or enterprise VoIP support
• Advanced troubleshooting experience across routers, switches, firewalls, DHCP, DECT, SIP-to-analog hardware, or VoIP QoS

What You Will Gain

A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it.

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• 401k Match
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities

*Complimentary wireless service and device available to team members in our wireless footprint.

If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.

We’re in search of the ambitious. The curious, the norm breakers, the never-settlers. At C Spire, we love to innovate and live to make technology faster, smarter, better and more accessible every day. Up for the challenge? If you like wild growth and working with happy, enthusiastic over‑achievers, you’ll enjoy your career with us!

Physical Requirements / Working Conditions

Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen.