Overnight Technical Support Specialist
Location: US, AZ, Tempe
Department: VoIP
Employment type: Full-time
Required experience: Entry level
Required education: Associate Degree
Industry: Telecommunications
Function: Customer Service
Salary range: 24960-27040
Company profile: J-Curve Technologies, a privately held Arizona-based organization, is an award-winning premier outsourcer of shared technical, customer support and enterprise level helpdesk services.   In 2011, J-Curve was recognized as one of the best places to work in the valley by the Phoenix Business Journal.We are committed to the ongoing development of our valued employees, and we offer candidates the opportunity to work with talented colleagues in a positive, team-oriented, productive and informal environment with opportunities for learning and growth.  
Description: The VoIP Technical Support Specialist position is comprised of the following core job responsibilities: troubleshooting within a VoIP environment (inclusive of unified communications technologies), hosted PBX feature configuration, addition of services within the hosted environment upon customer request, documentation of configuration or design elements, and completion of diagnostics and testing as required. The VoIP Technical Support Specialist is responsible for communication to end users and J-Curve clients. This position requires knowledge of hosted PBX features and configuration, telephony and internet technologies, in addition to excellent written and verbal communication skills.This is an overnight position, with a schedule of four ten hour shifts (7pm to 6am).  The overnight schedule does offer an additional $1/hour differential. Essential Job FunctionsProvide client support and technical issue resolution via phone, E-Mail, phone or chatTroubleshoot connectivity, quality of service, break/fix, voice quality, and configuration (feature, services and network) issues within the hosted VoIP environmentAssist customers with move, add, change requests in Hosted VoIP PBX platformsInteract with carriers and ISPs as required to troubleshoot issues involving circuits or DIDs
Requirements: Qualifications and Requirements2 years of customer service experience in a preferably in a technical environmentStrong desire to learn and succeed in a fast paced environmentAssociate degree in a technical field preferredRelevant IT Certifications (MCP, A+, CCNA, etc.) preferredBroadsoft certification preferred Knowledge, Skills and AbilitiesKnowledge of hosted PBX environments inclusive of feature configuration, provisioning, design of call flow, and management of service packsDetailed understanding of the OSI model as well as understanding the basics of IP networkingWorking knowledge of LAN and WAN technologiesKnowledge of File Servers (FTP, TFTP)Knowledge of CRM platforms (i.e., Salesforce, Kayako, Helpspot, and Sugar) preferredKnowledge of circuit monitoring platforms preferredExcellent written and verbal communication skills requiredStrong technical writing and documentation skills preferredAbility to complete assigned tasks effectively and efficientlyAbility to run traces and call captures preferredAbility to read and interpret SIP message flows preferred
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