UCaaS Support Specialist - Onboarding & Troubleshooting

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

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.