What are the responsibilities and job description for the VoIP Technical Support Specialist position at UpLync Communications?
Who We Are
For nearly 30 years, UpLync Communications has empowered small- and medium-sized businesses by providing forward-looking, user-friendly, and reliable telecommunications strategies. Our team comprises highly motivated, passionate self-starters who love delivering best-in-class customer service in a fun, laid-back environment (no suits and ties, please!). As part of our team, you will play an integral role in helping our company grow and achieve its goals.
The Opportunity
We seek an experienced VoIP Technical Support Specialist to join our team at our Lafayette headquarters. In this crucial role, you will be the go-to expert for our business customers, helping them get the most out of our hosted VoIP services. If you have a deep understanding of IT networking and a passion for solving complex technical puzzles, we want to hear from you. Your expertise will be critical to maintaining our reputation for outstanding customer support.
What You'll Do
- Serve as the first point of contact for customer support requests via phone, email, and our ticketing system.
- Troubleshoot and resolve a wide range of technical issues, including installation, configuration, quality of service, and how-to application questions.
- Diligently document all customer interactions and escalate complex or product-related issues to the appropriate teams.
- Help build our knowledge base by updating systems documentation as you solve new challenges.
- Collaborate with the team to meet and exceed customer satisfaction and productivity goals.
- Stay curious and keep your skills sharp in the evolving world of Unified Communications (UC), VoIP, and telecommunications technology.
What You'll Bring (Qualifications)
Required:
- 2 years of experience providing technical support, preferably in a cloud computing or telephony environment.
- Proven ability to troubleshoot routers, switches, and other network equipment in an enterprise setting.
- Excellent interpersonal, verbal, and written communication skills; you can make complex topics easy to understand.
- Strong organizational, problem-solving, and time-management abilities.
- A demonstrated ability to take ownership of issues and see them through to a successful resolution.
- Must be an Indiana resident with a valid driver’s license, clean driving record, and reliable transportation.
Preferred:
- 5 years of experience deploying and supporting communication systems.
- A deep understanding of UC, VoIP, SIP trunking, and PBX technology.
- A bachelor’s degree and/or comparable technical certifications (e.g., CompTIA Network , CCNA).
Why You'll Love Working Here
We offer a comprehensive benefits package on day one, including:
- Health & Wellness: Health, Dental, Vision, and Life Insurance, plus a Health Savings Account (HSA).
- Financial: 401(k) with a 3% non-elective employer contribution.
- Work-Life Balance: Three weeks of paid time off to start, plus a flexible schedule.
Schedule:
- Standard 8-hour day shift, Monday to Friday.
- Typical hours are 8 a.m. to 5 p.m. Eastern, with flexibility.
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Lafayette, IN 47905 (Required)
Ability to Relocate:
- Lafayette, IN 47905: Relocate before starting work (Required)
Work Location: In person
Salary : $45,000 - $50,000