Technical Customer Service Representative

What You’ll Do

• Act as the escalation point for Level 1 support tickets involving phones, PBX systems, VoIP services, and internet connectivity across DSL, cable, and fiber networks.


• Troubleshoot and resolve issues involving modems, routers, switches, and office network equipment.


• Support and diagnose problems related to Wi-Fi connectivity, softphone applications, wireless devices, and Windows-based environments.


• Investigate and resolve issues involving call quality, SIP registration, call routing, extension behavior, PBX features, and voice service reliability.


• Configure and support PBX provisioning tasks, including moves, adds, changes, peering, and feature updates.


• Work directly with customers to modify, optimize, and validate PBX call flows, routing logic, auto attendants, hunt groups, and extension management.


• Assist with VLAN configuration, static IP assignments, routing ...