Field Tech: VoIP, Networking & UCaaS

Socket.dev; Charlotte (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

Socket.dev operates a Field Support Center to assist customers using OneCloud products, including UCaaS and CCaaS. The Field Support Center Technician (Level II) delivers advanced technical support for VoIP, networking, and desktop applications across phone, email, and chat, with remote and on-site service and occasional travel to customers.

The role emphasizes diagnosing complex issues, performing system diagnostics, and maintaining service levels while seeking up-selling opportunities and

Qualifications

• Analytical and problem-solving abilities.
• Ability to quickly acquire new technical skills.
• Experience with CRM, reporting and ticketing systems (Salesforce, Zoho).
• Effective written and verbal communication skills.
• Excellent organizational and time management abilities.
• Self-motivated and capable of leading initiatives.
• Comfortable in a fast-paced, deadline-driven environment.
• Willing to commute to the Charlotte area.

Responsibilities

• Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications.
• Handle inquiries via email, chat, and phone.
• Troubleshoot escalated tickets and coordinate with engineering and partners.
• Administer and program VoIP phone systems and network configurations.
• Participate in design/planning meetings and gather requirements.
• Assist with system maintenance, upgrades, and documentation.
• Maintain ticket life cycle to ensure timely resolution and customer satisfaction.
• Create internal knowledge base articles documenting best practices.
• Report on trends and emerging issues to improve support operations.
• Travel to customer sites as needed.

Skills

Analytical thinking

Problem-solving

Fast learner

CRM systems (Salesforce, Zoho)

Reporting & analytics

Effective communication

Organizational skills

Self-starter / initiative

Adaptability to fast-paced environment

Commute to Charlotte area

Education

Associates or bachelor's degree in IT/CS or related field

Telecom/IP Telephony certification

Field Support Training/Certification

Equivalent practical experience in field

Tools

Salesforce

Zoho

CRM reporting tools

Job description

Socket.dev operates a Field Support Center to assist customers using OneCloud products, including UCaaS and CCaaS. The Field Support Center Technician (Level II) delivers advanced technical support for VoIP, networking, and desktop applications across phone, email, and chat, with remote and on-site service and occasional travel to customers.

The role emphasizes diagnosing complex issues, performing system diagnostics, and maintaining service levels while seeking up-selling opportunities and