Voice & SIP Support Analyst

Bandwidth; Raleigh (NC); Sur place; USD 60 000 - 76 000; Plein temps

Avantages offerts par ce poste

100% medical, vision, & dental for you

4 weeks PTO annually

PTO embargo policy

Résumé du poste

Bandwidth seeks a Product Support Analyst (Voice) in Raleigh to provide technical customer support for wholesale and enterprise voice offerings. You'll handle VOIP/SIP related issues, coordinate with carriers, and ensure timely ticket resolution within SLA.

The role emphasizes collaboration, in-depth network troubleshooting, and engagement with IT teams of customers to maintain service quality.

Qualifications

• Bachelor’s degree preferred; Associate degree acceptable with SIP/PBX/network experience.
• VoIP and SIP are a must; PSTN desirable.
• Strong troubleshooting and problem-solving skills.
• Networking configurations using routers and switches around telephony infrastructure.

Responsabilités

• Provide technical support to customers for voice, API, and 911 products.
• Communicate professionally with customers while troubleshooting issues.
• Collaborate with Local Exchange Carriers to resolve network problems.
• Manage ticket progress to meet SLA requirements.
• Work with the customer’s IT team to resolve issues.
• Troubleshoot routers involved in VOIP and SIP networks.
• Escalate chronic or intermittent issues to higher-level teams.

Connaissances

VoIP

SIP

Troubleshooting

Router configurations

PBX operations

Communication skills

Problem solving

Formation

Bachelor’s degree preferred

Associate degree with SIP/PBX/network experience

Description du poste

Bandwidth seeks a Product Support Analyst (Voice) in Raleigh to provide technical customer support for wholesale and enterprise voice offerings. You'll handle VOIP/SIP related issues, coordinate with carriers, and ensure timely ticket resolution within SLA.

The role emphasizes collaboration, in-depth network troubleshooting, and engagement with IT teams of customers to maintain service quality.