General Description

Working with customers to understand their unique, complex call flows. Designing Voice over IP phone systems to exceed expectations and improve on their existing system design. Supports phone system installation by providing test calls to verify proper functionality. Provides system training and ongoing technical support for customers.

Primary Responsibilities

Essential Job Functions:

  • Generate a rapport with customers to enable a thorough info-gathering meeting about their current phone system.
  • Coordinate with the Sales team to ensure that customer’s expectations match what was sold, and/or, assisting with upsells when appropriate.
  • Work with customer’s current carriers to pull Customer Service Records (CSRs) to inventory customer lines.
  • Documenting system configurations that outline phone and virtual routing functions and features. 
  • Perform research and keep current with software updates to a soft switch.
  • Provide simple configuration changes in a soft switch.
  • Participate in regular R&D discussions – give market feedback on new voice technologies, as well as requests from customers that can improve our ability to provide our service.

Knowledge, Skills, and Abilities:

  • An understanding of the Poly phone line.
  • Previous experience with unified communications, virtual attendants, and other virtual call routing software.
  • Take action that builds trust with customers and internal colleagues.
  • Demonstrative ability to work in a collaborative team environment and communicate effectively.
  • Basic knowledge of telecommunications switching.
  • Skill in the use of personal computers and software.
  • Skill in both verbal and written communication.
  • Ability to read and understand technical manuals, schematic diagrams, and related documentation.

Qualifications & Education Requirements

  • Associate degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience
  • Three years of related telecommunications or Voice over IP experience desired

Please email resumes to: HR@ctstelecom.com