• Troubleshoot voice network issues.

• Serve as the first point of contact for our clients, providing expert support for their Unified Communications as a Service (UCaaS) systems. This includes troubleshooting and resolving issues related to call quality, system features, and connectivity via phone, email, and the support portal.

• Independently process and fulfill all Move, Add, and Change (MAC) requests for client accounts, including user provisioning, device configuration, call routing updates, and other administrative tasks.

• Analyze call logs and system data to identify the root cause of issues and pinpoint recurring trends. When necessary, escalate complex problems to higher-tier support, vendors, or service providers while meticulously tracking progress to ensure a timely resolution.

• Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base. Offer suggestions to improve existing processes, ensuring a more efficient and effective support workflow.

• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.

• Other duties and responsibilities as assigned.

Requirements:

Soft Skills

• Excellent Written and Verbal Communication Skills

• Excellent Customer Service Skills

• Problem-Solving and Critical Thinking

• Attention to Detail

• Time Management

Technical Skills:

• VoIP and UCaaS Knowledge - 1 to 3 years of experience

• Networking Fundamentals (Beginner to Advanced) - 1 to 3 years of experience

• Troubleshooting Expertise - 3 to 5 years if no experience in the first 2 items

• Process Execution - 1 to 3 years of experience

• Help Desk Tools - Experience with ticketing systems for efficient issue logging, tracking, and escalation.

Others:

• Able to work primarily on the night shift, but may shift to day or mid shift as the business requires

• Amenable to work in an on-site work setup for the first 6 months and a hybrid work setup thereafter (3 days onsite / 2 days WFH)

• The ideal candidate for this "Tier 1 UCaaS Analyst" role would have between 1 to 3 years of total professional experience, with a solid year or more focused specifically on hands-on UCaaS/VoIP support. This balance of general experience and specific expertise would make them a strong candidate who is ready to be effective from day one, while also having room to grow within the team.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team - make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.