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Lang Company (Now Marco Technologies) · 2 days ago

VOICE SUPPORT DESK TECHNICIAN - HYBRID

Little Chute, WI

Part-time

Hybrid

Entry Level

$21.64/hr - $32.46/hr

2+ years exp

Lang Company, now Marco Technologies, is seeking a Voice Support Desk Technician to provide quality services and solutions to clients while ensuring high client satisfaction. The role involves responding to client inquiries, troubleshooting technical issues, and maintaining documentation to support voice communications systems.

Consulting

Responsibilities

Respond to client calls, client emails, system alerts and other correspondence in an appropriate and timely manner

Participate as a primary resource within the inbound calling contact center for voice clients

Determine problem severity, establish priorities and assign service request to the appropriate resource

Accurately and promptly log client problem information and create a service request

Provide technical support and remote help desk services to Marco voice clients, escalating when necessary

Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems

Review current systems and make technical/process recommendations for improving efficiency, performance or reliability

Remotely service communications systems including PBXs, IP platforms, voicemail systems and other voice applications to include but not limited to Unified Messaging, Collaboration tools, etc

Integrate and maintain network services such as DNS, DHCP, electronic mail, LDAP directories, VLANs and QoS

Remediate support requests for move/add/change type work

Maintain accurate client-specific documentation

Follow Marco best practices and operational procedures and create visual and written documentation

Accurately maintain documentation and comply with service administrative procedures in a timely basis

Verify and maintain client contact and database information

Participate in best practices and follow operations procedures to create efficiencies

Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process

Act in accordance with Marco policies and procedures as set forth in the Employee Handbook

Perform other related duties as assigned

Qualification

VoIPPBX ManagementUnified CommunicationsNetwork AnalyzerCollaboration ToolsQuality of Service (QoS)Business Collaboration ToolsCommitmentConfidenceEnthusiasmCommunicationInitiativeTeam WorkTime ManagementFlexibility

Required

Associate's degree and two (2) years of related experience

Current high level industry recognized certifications including at least one of the following: Call Control, Voicemail, Unified Communications or Call Center

Experience including but not limited to VoIP, IP, QoS, Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker, LCS/LBG and Mobility

Valid driver's license and acceptable driving record

Proficiency with business collaboration tools such as MS Office applications and Visio

Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization

Commitment - This is needed to see a project or task from start to finish. Showing that you are a hard worker and committed to your job and improving yourself shows you can take something on and finish it

Initiative - Being able to demonstrate that you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can't solve it yourself go find someone who can

Confidence - When you are assured of your own ability it shows you may need assistance for the tough situations that can arise

Team Work - The ability to work with others on a combined task, make contributions to the task and share the responsibility of the outcome

Time Management - Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines

Enthusiasm - You need to be able to motivate yourself

Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation