VoIP Specialist

Insight Global; Tyler (TX); On-site; USD 65,000 - 75,000; Full time

Job summary

Insight Global is seeking a VoIP Specialist based in Tyler, TX, on site 5 days a week. You will guide customers through installation and activation, assist with number porting, and ensure maximum value from new VoIP solutions.

The role offers rapid interviews and a direct-hire path with competitive pay. The ideal candidate brings 1+ year in customer service within cloud/telephony, plus strong UC/VoIP knowledge and excellent communication skills.

Qualifications

• 1+ years of customer service, preferably in a cloud computing or telephony environment.
• 4+ years telecommunications experience preferred.
• Ability to listen, analyze, troubleshoot and resolve inquiries.
• Strong organizational and time management skills.
• Excellent verbal and written communication.
• Team player with a positive attitude; works with partners, customers, and vendors.
• Understanding of Unified Communications and VoIP technologies.
• Demonstrated initiative and self-guided work habits.
• Desire to develop new technical knowledge and skills.

Responsibilities

• Pre-Sales Hosted Voice SME support as needed for strategic accounts or complex solutions.
• Site assessment and data gathering post sale.
• Consultative solution design with customers for implementation details.
• Document requirements and mediate questions between Conterra and the customer.
• Coordinate solution implementation, testing, and number porting.
• On-site support of field technicians during implementation.
• Provide on-site training on phones, features, and portal.
• Deliver outstanding customer service throughout onboarding.
• Travel 50% in market and occasional HQ travel for training.

Skills

VoIP technologies

Unified Communications

Customer service

Telecommunications

Analytical troubleshooting

Time management

Verbal and written communication

Team player

Initiative

Self-guided work

Job description

Insight Global is seeking a VoIP Specialist to support a Telecommuncations Client! This opportunity is based out of Tyler, TX, and will be on site 5x a week. Additionally, this opportunity offers quick interviews with quick feedback, competitive rates (ranging from $65K-75K based on years of experience) and lots of room for stability and growth as this is a Direct hire opportunity with a reputable company.

Must Haves:

• 1+ Years of providing customer service, preferably in a cloud computing or telephony environment
• Four (4) years or more relevant telecommunications experience preferred
• Ability to listen, analyze, troubleshoot and to resolve common customer inquiries
• Strong organizational and time management skills. Must be able to effectively coordinate projects and manage multiple projects and tasks concurrently.
• Excellent verbal and written communication skills
• Team player with a positive attitude. Ability to work well with business partners, customers, and vendors.
• Understanding of Unified Communications and VoIP technologies
• Demonstrate a high degree of initiative and self-guided work management
• Strong desire to develop new technical knowledge and professional skills on a continual basis

Job Description:

• The ideal candidate will ensure customer success, exceeding their expectations throughout the installation and setup process. You'll work directly with customers before, during and after their installation, promptly assisting them with the initial setup and configuration of their new solution. You'll assist with equipment activation, transferring phone numbers to Conterra from a prior carrier and ensure that Customers are getting maximum value out of their new services and features.

Responsibilities:

• Pre-Sales Hosted Voice SME Support – As needed for strategic accounts or complex solutions, support Sales as a Hosted Voice solution SME.
• Site Assessment & Data Gathering – Post sale, conduct a site assessment and data gathering initiative. Obtain pertinent information about network, users, devices, and call flows.
• Consultative Solution Design – Consult with customers on specific implementation details and solution options; how to utilize key features to improve their business processes.
• Customer Advocacy – Document the detailed solution requirements and mediate any implementation questions between Conterra and the Customer. Work with the Service Delivery team and the Customer to coordinate solution implementation, testing, and number porting as part of a pre-defined onboarding process; meeting deadlines, SLAs and ensuring the Customer’s expectations are managed during the entirety of the onboarding process. Be the Customer’s primary support resource during onboarding and incubation stages.
• Implementation Support – On-site support of Field technicians during the implementation phase as well and helping the customers configure telephone extensions, services, and activate equipment.
• On-site Customer Training – Provide customer training on the use of phones, features, and portal.
• Initial Customer Support – Provide outstanding customer service throughout the implementation process and incubation-period by resolving immediate escalations to ensure customer satisfaction. Facilitate a smooth transition to other Conterra Operations teams at the end of the incubation period.
• Travel 50% in Market as well as occasional travel to Headquarters for training