VoIP Support Engineer – UCaaS/CCaaS (Hybrid/Remote)

White Label Communications LLC; Exton (PA); Hybrid; USD 30.000 - 39.000; Vollzeit

Benefits dieser Stelle

Paid time off

Medical/dental/vision insurance

401(k)

Voluntary life insurance

Short-term/long-term disability

Hybrid work environment

Casual dress code

Zusammenfassung

White Label Communications, LLC is seeking a customer-focused VoIP Support Technician to join our Exton, PA team. This role serves as the first line of support for UCaaS, CCaaS, DaaS, and Aware solutions in a 24/7 environment.

The ideal candidate has VoIP tech background, strong troubleshooting, and a passion for customer service. Growth opportunities exist in cloud communications, contact centers, networking, and Linux systems.

Qualifikationen

• 1-3 years in technical support or help desk.
• Experience with VoIP, UCaaS or cloud-based platforms.
• Understanding of SIP, RTP and VoIP call flows.
• Experience with ticketing systems such as Zendesk, ServiceNow, Jira, ConnectWise.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to manage multiple priorities.
• Ability to work independently and in a team environment.
• Availability to participate in rotating after-hours and weekend on-call schedules.
• Familiarity with TCP/IP, DNS, DHCP, VLANs, VPNs, Network troubleshooting

Aufgaben

• Monitor and manage support ticket queues to meet SLOs and customer expectations.
• Provide technical support via phone, email, and ticketing systems.
• Troubleshoot and resolve UCaaS, CCaaS, VoIP, and monitoring issues.
• Monitor network, system, carrier, and service alerts and respond accordingly.
• Escalate complex issues to senior technical support, Engineering, Network Operations, Software Development, and vendor teams.
• Utilize Wireshark, VoIPmonitor, and other diagnostic tools to analyze SIP and RTP traffic.
• Monitor and maintain call quality and service reliability across customer environments.
• Document troubleshooting steps, findings, resolutions, and customer communications within the ticketing platform.
• Create and maintain internal knowledge base articles and operational documentation.
• Collaborate with Engineering, Operations, and Software Development teams to identify root causes and implement long-term solutions.
• Support customer onboarding, provisioning, and service changes as assigned.
• Participate in after-hours and weekend on-call rotations supporting a 24/7 support organization.

Kenntnisse

VoIP knowledge

Troubleshooting

Customer service

Verbal & written communication

Team collaboration

Multitasking

After-hours availability

Networking basics

Ausbildung

CompTIA Network+

CompTIA Linux+

CCNA

JNCIA

SIP School certificates

Tools

Zendesk

ServiceNow

Jira

ConnectWise

Jobbeschreibung

White Label Communications, LLC is seeking a customer-focused VoIP Support Technician to join our Exton, PA team. This role serves as the first line of support for UCaaS, CCaaS, DaaS, and Aware solutions in a 24/7 environment.

The ideal candidate has VoIP tech background, strong troubleshooting, and a passion for customer service. Growth opportunities exist in cloud communications, contact centers, networking, and Linux systems.