VoIP CX Specialist I — Troubleshooting & Support

C Spire; Birmingham (AL); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

401k Match

Tuition Assistance Programs

Complimentary Wireless Service &Device

Teladoc Telemedicine

WellBeacon Wellness Program

Paid Talent Referral Opportunities

Job summary

C Spire is seeking a Customer Experience Specialist, VoIP (Levels I & II) to deliver remote technical support for VoIP services including BroadWorks and Webex Calling. You will diagnose and resolve multi-layer VoIP issues, document cases, and collaborate with engineers to ensure high-quality customer outcomes.

The role emphasizes strong troubleshooting, thorough documentation, and the ability to analyze trends. It offers growth into advanced engineering or leadership paths within C Spire.

Qualifications

• Two years of customer service experience preferred.
• Strong understanding of networking principles related to VoIP.
• Excellent documentation and detail orientation.

Responsibilities

• Provide remote technical support for VoIP issues within BroadWorks, Webex Calling, and telephony systems.
• Troubleshoot VoIP issues across multiple layers and distinguish customer-side vs platform-side behavior.
• Document support tickets thoroughly and maintain troubleshooting records.
• Follow up with customers to ensure issue resolution and satisfaction.
• Identify trends and recurrent problems; propose solutions or service improvements.
• Collaborate with Tier 3 engineers and vendors to resolve escalated issues.
• Stay current on VoIP technologies and best practices to enhance diagnostics.
• Perform additional duties as assigned.

Skills

VoIP troubleshooting

Documentation

Customer service

Networking knowledge

BroadWorks/Webex Calling

SIP trunking

Communication skills

Analytical thinking

Education

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

Tools

Wireshark

Job description

C Spire is seeking a Customer Experience Specialist, VoIP (Levels I & II) to deliver remote technical support for VoIP services including BroadWorks and Webex Calling. You will diagnose and resolve multi-layer VoIP issues, document cases, and collaborate with engineers to ensure high-quality customer outcomes.

The role emphasizes strong troubleshooting, thorough documentation, and the ability to analyze trends. It offers growth into advanced engineering or leadership paths within C Spire.