Description

We are offering a contract to permanent employment opportunity for a Voice Analyst in the tech industry. The Voice Analyst will be an integral part of our Network Operations Center, providing remote support, installation, and maintenance for our VoIP services. This role involves working with a variety of stakeholders, including customers, technicians, carrier service providers, and our internal engineering team.
Responsibilities:
• Serve as an escalation point for field agents dealing with VoIP related issues and tickets • Monitor network devices, interfaces, and troubleshoot problems impacting our voice services • Update call paths and troubleshoot issues with our voice services • Open new trouble tickets, schedule dispatches, and keep up to date on existing trouble tickets with carriers and vendors • Respond to incoming calls and emails regarding service troubles or call path changes in a prompt and detail oriented manner • Coordinate the installation and configuration of voice service components • Maintain active communication with customers, on-site technicians, and carrier service providers • Collaborate closely with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms • Ensure all tickets and jobs are handled quickly and accurately from initiation to completion.

Requirements

• Minimum of 1 year experience as a Voice Analyst or in a related role
• Proficiency in Cisco Voice Over Internet (VoIP)
• Understanding of Voice over Internet Protocol (VoIP)
• Familiarity with VoIP systems
• Experience with IP Telephony and Telephony Systems
• Previous work in a Network Operation Center is beneficial
• Ability to perform Basic Troubleshooting tasks
• Knowledge of ISDN and SIP protocols
• Strong customer service skills
• Ability to resolve customer service issues effectively
• Commitment to providing superior customer service
• Excellent communication and interpersonal skills
• Ability to work independently and in team settings
• Strong problem-solving skills and attention to detail
• Willingness to stay updated with new technology and trends in the field
• Ability to manage multiple tasks and priorities effectively.

Technology Doesn't Change the World, People Do.^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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