Description

We are seeking a Voice Analyst to join our team. This role will provide remote support for our national voice services platform, focusing on VoIP related products. The position involves working directly with our Technical Support Engineers and VoIP Engineers, supporting and troubleshooting our voice platforms. This role offers a contract to permanent employment opportunity.
Responsibilities:
• Serve as a key escalation point for field agents with VoIP related dispatches and trouble tickets • Monitor network devices, interfaces, and trouble tickets to identify and resolve issues impacting our customers' voice services • Troubleshoot issues with our voice services and make necessary updates to call paths • Liaise with carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets • Handle incoming calls and respond to emails regarding service troubles or call path changes in a timely and detail oriented manner • Coordinate the proper installation and configuration of voice service components • Maintain active communication with our customers, on-site technicians, and carrier service providers • Ensure all tickets and jobs are handled quickly and accurately from start to finish • Implement, troubleshoot, and maintain VoIP systems • Work in a team-oriented environment, successfully completing individual tasks.

Requirements

• Minimum of 1 year of relevant experience as a Voice Analyst or in a similar role
• Proficient in Cisco Voice Over Internet (VoIP), IP Telephony, and Telephony System
• Demonstrable knowledge of Network Operation Center workflows and protocols
• Basic troubleshooting skills are essential
• Familiarity with ISDN and SIP technologies
• Experience with VoIP and VOIP - Voice Over IP systems
• Strong customer service skills, including the ability to resolve customer service issues
• Track record of delivering superior customer service
• Ability to work in a team and communicate effectively
• Problem-solving skills and attention to detail
• Excellent written and verbal communication skills.

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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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