Sales

866-714-9232

7:00am – 5:00pm PST (Monday – Friday)

Support

888-325-5875

818-452-5306

Available 24 Hours

Billing & Customer Service

888-325-5875

8:30am – 5:00pm PST (Monday – Friday)

Partner Program

866-634-1394

Shipping Address

Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

Technical Implementation Specialist (Northridge, CA)

Position Summary

As part of our Service Delivery team, the purpose of the Technical Implementation Specialist (TIS) is to implement our product solutions by working with customers to build system requirements. The TIS provides training and facilitates knowledge transfer. Through planning and execution, the TIS delivers a full assessment of existing voice and data networks, identifying needs and challenges, and adapting implementation plans to ensure a smooth transition to our VoIP network.

Location: Northridge, CA

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Plan and troubleshoot customer voice and data networks
  • Ensure a streamlined implementation process for customers by providing cutover support, verifying service, testing system configuration, and identifying, correcting, or escalating issues
  • Become a subject matter expert, providing customer support throughout implementation by resolving concerns
  • Document, track, and provide status updates on all tickets, projects and customer communications
  • Provide feedback to engineering and product teams regarding features and functionality, communicating product enhancements, bug fixes and modifications
  • Collaborate with internal business partners to resolve customer questions and issues
  • Perform job-related duties as assigned

Minimum Qualifications (Knowledge, skills & abilities)

  • Experience in telecommunications with VoIP, PBX, Unified Communications, SIP, and Call Center Applications
  • Experience in successful implementation and support of voice and data networks
  • Strong time management, prioritization and planning skills with the ability to meet deadlines, achieve goals, and work in a dynamic environment
  • Working knowledge of the following: Microsoft applications (Word, Excel, Outlook, etc.), Wireshark, Notepad/Notepad++, XML Marker, Audacity, Putty, Firefox, Chrome
  • Excellent interpersonal and communication skills
  • Excellent problem-solving and customer service skills
  • Willingness to quickly learn and follow complex procedures
  • Demonstrated ability to manage and escalate issues and drive resolution
  • Demonstrated ability to work both independently and as part of a team
  • Adaptable to change in processes, procedures, and responsibilities
  • A positive, self-starter attitude with a desire to meet and exceed expectations

NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

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2019-08-26T22:54:49+00:00