Voice & Collaboration Support Specialist (Hybrid)

Carousel Industries of North America Inc.

United States

Hybrid

USD 42,000 - 62,000

Full time

14 days+

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Benefits offered by this job

Medical plan

Dental plan

Vision plan

HSA

FSAs

401(k) with company match

Unlimited PTO

Paid holidays

Hybrid/Remote work

Bonding leave for eligible employees

Employee discounts

EAP access

Legal/identity protection

Pet insurance

Supplemental life insurance

Referral bonuses

Charitable donation matching

Job summary

NWN is a leading AI-powered technology solutions provider delivering modern Workplace, CX, and cybersecurity services. The team supports North America’s enterprises with proactive incident handling, voice engineering, and collaborative technologies.

The role emphasizes customer communication, rapid troubleshooting, and after-hours support within a hybrid work model. Ideal candidates have a GED or high school diploma, 1+ year in technical support, and familiarity with VoIP, SIP, networking, and

Qualifications

GED or high school diploma required.
1+ years in help desk, NOC, MSP, or technical support.
Basic knowledge of VoIP, SIP, networking, Microsoft 365, and collaboration technologies.
Comfort with adopting emerging AI tools to optimize processes.

Responsibilities

Monitor and respond to incidents, alarms, and customer requests.
Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and devices.
Execute routine MACDs including users, devices, extensions, call queues, and auto attendants.
Document work in ServiceNow and maintain knowledge articles.
Escalate complex voice and collaboration issues to L2/L3 teams.
Provide customer communications and ticket updates.
Participate in after-hours coverage as assigned.