VoIP Customer Experience Specialist I/II — Remote Support

CSI Cellular South, Inc; Birmingham (AL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive Compensation Package

Blue Cross Blue Shield HealthInsurance

401k Match

Tuition Assistance Programs

Complimentary Wireless Service &Device

Teladoc Telemedicine

WellBeacon Wellness Program

Paid Talent Referral Opportunities

Job summary

C Spire in Birmingham, AL is seeking a Customer Experience Specialist, VoIP to provide technical support for VoIP services within BroadWorks, Webex Calling, and related telephony systems. The role emphasizes thorough troubleshooting and clear documentation to deliver high-quality support and customer satisfaction.

Level II incumbents will diagnose advanced VoIP issues, collaborate with engineering and vendors, analyze trends, and assist with escalations, while remaining current on VoIP

Qualifications

• Two years of customer service experience ( Specialist I)
• Strong understanding of networking principles and protocols related to VoIP systems
• Strong documentation skills and attention to detail
• Ability to identify and analyze trends in recurring VoIP issues
• Exceptional troubleshooting and problem-solving skills
• Strong communication skills and customer service mindset
• Associate’s degree in networking, computer technology, or CCNA (preferred)

Responsibilities

• Provide remote technical support for VoIP-related issues within BroadWorks, Webex Calling, and telephony systems
• Troubleshoot VoIP issues across multiple layers, isolating customer-side vs. platform-side behavior
• Document support tickets completely, maintaining thorough troubleshooting records
• Follow up with customers to ensure issue resolution and satisfaction
• Identify trends and recurring problem patterns, proposing solutions or service improvements
• Collaborate with cross-functional teams, including Tier 3 engineers and vendors, to resolve escalated issues
• Stay current on VoIP technologies, emerging trends, and best practices to enhance diagnostic capabilities
• Perform additional duties as assigned

Skills

Customer service

Networking principles

Documentation

Troubleshooting

Communication skills

Education

Associate’s degree in networking or computer technology (CCNA preferred)

Tools

Wireshark

Job description

C Spire in Birmingham, AL is seeking a Customer Experience Specialist, VoIP to provide technical support for VoIP services within BroadWorks, Webex Calling, and related telephony systems. The role emphasizes thorough troubleshooting and clear documentation to deliver high-quality support and customer satisfaction.

Level II incumbents will diagnose advanced VoIP issues, collaborate with engineering and vendors, analyze trends, and assist with escalations, while remaining current on VoIP