Telephony Support Specialist

Role: Telephony Support Specialist

Direct Hire

Salary: $55K-75K/year.Hybrid- South Portland

Key Responsibilities

• Researching user reported telecom issues utilizing call reports, recordings, and logs to determine root cause.
• Responsible for telephony user moves/adds/changes.
• Set up and deploy phones (Polycom, SIP Phone, and Software Applications).
• Perform hands-on assistance to troubleshoot phone equipment issues.
• Triage for hand off to senior staff or vendor as needed.
• Other responsibilities as applicable including but not limited to documentation and departmental project assignments.

Requirements

• A bachelor's degree in computer science, software engineering, or another related field preferred or 3-5 years of equivalent experience.
• Must have good verbal and written communications skills, ability to engage staff through active listening, and practical problem solving and troubleshooting skills.
• Experience in SQL queries preferred.
• Must be familiar with the telephony/ACD and telecommunications platforms.
  Working knowledge with Genesys Pure Connect platform required.
• Ability to troubleshoot things not in realm of expertise.
• Ability to multi-task and adapt to changing priorities.
• Additional skills necessary are the ability to develop significant level of trust and diplomacy, in addition to normal courtesy and tact.
• Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members.

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.