Help Desk Support Representative

Jobtailor; Marietta (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

Jobtailor is seeking a skilled UCaaS support specialist to diagnose and resolve cloud-based communications issues, and to manage MACD requests for service lines and user accounts. This role emphasizes user onboarding, documentation, and clear reporting for stakeholders.

You will handle tickets across Tier 1–Tier 3, work with platforms like Vonage, 8x8, or Zoom, and adapt to a 9:00 am–11:00 pm support window with varying shifts as required.

Qualifications

• Proven UCaaS and cloud-based communications expertise.
• Experience handling MACD for UCaaS service lines and user accounts.
• 1+ years in telecommunications/UCaaS/help desk support.

Responsibilities

• Resolve client UCaaS technical issues promptly and efficiently.
• Handle provisioning and maintenance requests, including line transfers and user group additions.
• Execute MACD requests for UCaaS service lines and user accounts.
• Contribute to UCaaS system maintenance, updates, and database reviews.
• Provide user onboarding, training, and documentation.
• Provide timely, detailed, and accurate reporting to external and internal audiences.
• Manage and resolve support tickets, escalating to Tier 2/Tier 3 support when necessary.
• Support customers during the 9:00 am–11:00 pm support window, with shift times varying according to business and customer support needs.

Skills

UCaaS Troubleshooting

Customer Support

Problem Solving

Time Management

Independent Work

Effective Communication

Education

College Degree

Tools

Microsoft Excel

Vonage

8x8

Zoom

Job description

• Resolve client UCaaS technical issues promptly and efficiently
• Handle provisioning and maintenance requests, including line transfers and user group additions
• Execute MACD requests for UCaaS service lines and user accounts
• Contribute to UCaaS system maintenance, updates, and database reviews
• Provide user onboarding, training, and documentation
• Provide timely, detailed, and accurate reporting to external and internal audiences
• Manage and resolve support tickets, escalating to Tier 2/Tier 3 support when necessary
• Support customers during the 9:00 am–11:00 pm support window, with shift times varying according to business and customer support needs

Requirements

• Technical expertise in UCaaS and cloud-based communication platforms
• Troubleshooting and resolving technical issues related to UCaaS services, including voice, video, messaging, and collaboration tools
• Executing Moves, Adds, Changes, and Disconnects (MACD) for UCaaS service lines and user accounts
• Providing user onboarding, training, and documentation
• Skilled in remote support and quick issue resolution
• Proficiency with Microsoft Office, particularly Excel, for data management and reporting
• General knowledge of the telecom industry and UCaaS concepts
• Experience with specific UCaaS platforms such as Vonage, 8x8, or Zoom preferred
• Experience with proactive monitoring and maintenance procedures preferred
• Ability to work a flexible schedule
• Ability to diagnose, articulate, and solve clients' technical UCaaS issues
• Effective verbal, written, and email communication with customers, peers, and management
• Ability to work independently and escalated to Tier 2/Tier 3 support when necessary
• Ability to manage multiple concurrent support tickets
• College Degree
• 1+ years in telecommunications and/or UCaaS/Help Desk support
• Work authorization/security clearance if applicable
• Successful background check required

Core Competencies

Demonstrates technical expertise in UCaaS and cloud-based communication platforms, with a strong ability to troubleshoot and resolve issues efficiently. Proficient in user onboarding, training, and documentation, while effectively managing support tickets and providing detailed reporting.

Highest-signal resume keywords

• UCaaS Technical Expertise
• Troubleshooting UCaaS Services
• Moves, Adds, Changes, and Disconnects (MACD)
• Microsoft Office Proficiency
• Telecommunications Experience

ATS Optimization Keywords

Hard Skills

• UCaaS Technical Expertise
• Troubleshooting UCaaS Services
• Moves, Adds, Changes, and Disconnects (MACD)
• User Onboarding
• Data Management
• Proactive Monitoring
• Issue Resolution
• Telecommunications Knowledge
• Support Ticket Management
• Cloud-Based Communication Platforms

Soft Skills

• Effective Communication
• Independent Work
• Problem Solving
• Time Management
• Customer Support

Certifications & Qualifications

• College Degree
• Work Authorization/Security Clearance

Industry Keywords

• Telecommunications
• UCaaS
• Help Desk Support
• Technical Support
• Client Support

Tools & Technologies

• Microsoft Excel
• Vonage
• 8x8
• Zoom