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Posted: Friday, February 2, 2018 4:24 PM

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VOIP/Network Support (Tier 2)

Location: Birmingham, AL 35213

Direct Hire

What we are looking for:

  • SIP/SIP Trunking is a hard requirement
  • If they have Adtran (related to VIOP) experience, they will be almost guaranteed an in-person interview.
  • $45K -$50K pr/year, but paid hourly w/OT available. They will have an on-call rotation 1 per month with a $200 bonus for on-call.
  • They promote a lot from this department to Network Engineers, Sales, etc.
  • After 6 months, employees are eligible to move departments or be promoted.
  • CCNA Cert reimbursement for employees


  • Provides superior customer service and advanced technical support for direct business customers including troubleshooting, making configuration changes, processing change orders, answer how to questions, and billing inquiries.
  • Demonstrate ability to work effectively with other team members.
  • Identifies and recommends process improvement ideas to Management.
  • Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
  • Troubleshooting technical problems, setting up advanced configurations, escalating with telecom carriers, escalating with Internet service providers, and handling all escalations from Tier 1.
  • Being the point on unresolved issues to ensure resolution or appropriate escalation to other work groups.
  • Project management and other duties as assigned.
  • Flexibility in occasionally adjusting schedule as needed for department staffing coverage.


  • Communications and/or Telecommunications experience preferred
  • Proven successful customer service experience, inbound call center customer experience preferred
  • Practical work experience or education in telecommunications or networking related field
  • Working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies
  • Troubleshooting experience with carriers for access and last mile facilities
  • Working knowledge of DNS, Web, email, voice mail, and eFax services
  • Demonstrates exceptional knowledge of support operations and practices

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• Location: Birmingham

• Post ID: 29019657 birmingham is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018