VoIP Support Technician

White Label Communications LLC; Exton (PA); Hybrid; USD 30,000 - 39,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Voluntary life insurance

Short-term/long-term disability

Hybrid work environment

Casual dress code

Job summary

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.

Qualifications

• 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

Responsibilities

• 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.

Skills

VoIP knowledge

Troubleshooting

Customer service

Verbal & written communication

Team collaboration

Multitasking

After-hours availability

Networking basics

Education

CompTIA Network+

CompTIA Linux+

CCNA

JNCIA

SIP School certificates

Tools

Zendesk

ServiceNow

Jira

ConnectWise

Job description

Since 2010, White Label Communications, LLC has been empowering our partners with private-label communication solutions that are built to scale, built to last, and built to exceed expectations. We’re the “business-in-a-box” pioneers, equipping them with everything they need to meet customers’ needs and increase revenue, all on their own terms — and under their brand.

From UCaaS to CPaaS to CCaaS and more, we fuse modern tech, rock-solid performance, and reliable U.S.-based support to elevate your success in a fast-moving, always-connected world.

We are currently hiring for a Full-time Support Technician to join our Client Services & Support department.

Location: Exton, PA ( Hybrid, or Remote)

Schedule: Monday-Friday, 11:00 AM - 8:00 PM

On-Call Requirement: Participation in an after-hours, weekend, and holiday on-call rotation supporting a 24x7 operations environment.

Reports To:Director, Service Assurance

Position Summary

We are seeking a motivated and customer-focused VoIP Support Technician to join our Technical Support team in Exton, PA. This role serves as the first line of support for our UCaaS, CCaaS, DaaS, and Aware solutions, supporting business customers in a fast-paced, 24/7 operational environment.

The ideal candidate possesses a foundation in VoIP technologies, strong troubleshooting skills, and a passion for delivering exceptional customer service. This position provides an excellent opportunity to develop expertise in cloud communications, contact center technologies, networking, Linux systems, and advanced voice troubleshooting.

This role is perfect for someone looking to build a long-term career in cloud communications, VoIP engineering, unified communications, and contact center technologies while supporting enterprise customers in a mission-critical 24/7 environment.

Key Responsibilities

• Monitor and manage support ticket queues, ensuring adherence to service level objectives (SLOs) and customer expectations.
• Provide technical support via phone, email, and ticketing systems.
• Troubleshoot and resolve UCaaS, CCaaS, VoIP, and monitoring related issues.
• Monitor network, system, carrier, and service alerts and respond accordingly.
• Escalate complex issues to senior Technical Support, Engineering, Network Operations, Software Development, and/or vendor support teams as needed.
• 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.

Required Qualifications

• 1-3 years of experience in a technical support, help desk, or service desk environment.
• Experience supporting VoIP, UCaaS, CCaaS, or cloud-based communications platforms.
• Understanding of SIP, RTP, and VoIP call flows.
• Experience using ticketing systems such as Zendesk, ServiceNow, Jira, ConnectWise, or similar platforms.
• 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 collaboratively in a team environment.
• Availability to participate in rotating after-hours and weekend on-call schedules.
• Familiarity with networking fundamentals, such as TCP/IP, DNS, DHCP, VLANs, VPNs, Network troubleshooting

Preferred Qualifications

• Working knowledge of Linux operating systems and command-line troubleshooting.
• Experience using Wireshark and/or VoIPmonitor to capture and analyze network traffic.
• Ability to capture and analyze SIP and RTP packet traces to isolate service issues.
• Understanding of voice quality metrics.
• Exposure to SIP trunking, hosted PBX, contact center, or carrier services.
• Industry certifications such as CompTIA Network+, CompTIA Linux+, JNCIA, CCNA, SIP School certifications

What Success Looks Like

• Provides timely and professional support to customers.
• Consistently meets ticket response and resolution expectations.
• Accurately identifies, documents, and escalates complex technical issues.
• Demonstrates growing expertise in VoIP, cloud communications, contact center technologies, and networking.
• Contributes to continuous improvement through documentation, process enhancement, and knowledge sharing.

Benefits of working for WLC include generous paid time off, medical/dental/vision insurance, 401(k), voluntary Life insurance, short-term/long term disability, hybrid work environment, casual dress code, opportunity to develop and contribute ideas, collaborative, and professional environment.

White Label Communications, LLC is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.