Voice Analyst

Description We are in search of a diligent Telecommunications Specialist to join our team based in Holland, Ohio. You will be joining our network operations center, providing remote support, installation, and maintenance for our national voice services platform. This position offers a contract to permanent employment opportunity and is fully remote.Responsibilities: Serve as the main escalation point for field agents dealing with VoIP related dispatches and trouble tickets Monitor network devices, interfaces, and trouble tickets, ensuring continuous monitoring for problems impacting our customers' voice services Troubleshoot issues with our voice services and make necessary updates to call paths Communicate actively with our customers, on-site technicians, carrier service providers, and collaborate directly with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms Handle all tickets and jobs efficiently and accurately from start to finish Receive 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 Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay updated on existing trouble tickets Implement, troubleshoot, and maintain VoIP systems, demonstrating knowledge with telephone networks – POTS, VoIP, and TDM Display basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP Show basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.) Provide superior customer service, resolving customer service issues efficiently Perform other duties and responsibilities, as assigned. Requirements Must have a minimum of one year of experience as a Telecommunications Specialist or in a similar role. Proficiency in Cisco Voice Over Internet (VoIP), Voice over internet protocol (VoIP), VoIP, VOIP - Voice Over IP, and VoIP System is required. Experience with IP Telephony and Telephony System is essential. Familiarity with the operations of a Network Operation Center is necessary. Ability to perform Basic Troubleshooting tasks is expected. Knowledge of ISDN and SIP is required. Must possess excellent Customer Service skills. Ability to Resolve Customer Service issues effectively. Must provide Superior Customer Service at all times. 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 (https://www.roberthalf.com/us/en/mobile-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.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .