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Our Voice Analysts are responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our Technical Support Engineers and VoIP Engineers to support and troubleshoot our voice platforms. Analysts ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Must be able to train on 1st shift Monday-Friday from 9am-5pm, EST. After training, the following shift is available in Eastern Standard Time:
- 9am-5pm, EST Monday-Friday
Principal Duties and Responsibilities:
- Serve as a primary escalation path for field agents with VoIP related dispatches and trouble tickets
- Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers voice services using our custom portal
- Troubleshoot issues with the company'svoice services and update call paths
- Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets
- Receive incoming calls and respond to emails regarding service troubles or call path changes
- Respond to customers in an expeditious and professional manner
- Coordinate proper installation and configuration of voice service components
- Other duties and responsibilities, as assigned
- 6+ months experience implementing, troubleshooting, and maintaining VoIP systems
- Ability to multitask, working quickly and accurately
- Work well in a team-oriented environment, successfully completing individual tasks
- Demonstrated knowledge with telephone networks - POTS, VoIP, and TDM
- Basic familiarity with telephony standards and protocols - H.323, MGCP, ISDN, SIP, RTP
- Basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)
- Ability to hear ordinary conversations and phone communications
- Able to work at least one weekend day each week
Required -Previous relevant technology experience (1-year)
Preferred - Associate degree in technology or equivalent experience (2-years)
- Preferred -Demonstrated technical, leadership, and communication skills
- Preferred - Experience in hospitality or service provider networks
- Preferred -Industry relevant technical training and certifications
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.