UCaaS Help Desk Support Representative

Job Description

Job Description

Position: UCaaS Help Desk Support Representative

Organization: Vatic Outsourcing

Classification: Exempt

Reports to: Manager of Support and Resolution Team

Summary: This is a client-facing support position dedicated to providing specialized assistance for Unified Communications as a Service (UCaaS) platforms. The representative is focused on resolving technical issues, performing system maintenance, managing MACD (Move, Add, Change, or Disconnect) requests, and supporting user onboarding to ensure uninterrupted communication and high client productivity.

Levels: Support Specialist, Sr. Support Specialist

Essential Functions and Qualifications:

• Technical expertise in UCaaS and cloud-based communication platforms.
• Troubleshooting and resolving technical issues related to UCaaS services (voice, video, messaging, and collaboration tools).
• Executing Moves, Adds, Changes, and Disconnects (MACD) for UCaaS service lines and user accounts.
• Providing user onboarding, training, and documentation to ensure successful platform adoption.
• Skilled in remote support and ensuring quick issue resolution to minimize downtime.
• Proficiency with Microsoft Office, particularly Excel, for data management and reporting.

Preferred Competencies:

• General knowledge of the telecom industry and UCaaS concepts.
• Experience with specific UCaaS platforms (e.g., Vonage, 8x8, Zoom).
• Experience with proactive monitoring and maintenance procedures.
• Ability to work a flexible schedule 

Major Duties and Responsibilities: 

• Resolve client UCaaS technical issues promptly and efficiently.
• Handle provisioning and maintenance requests, including line transfers and user group additions.
• Contribute to UCaaS system maintenance, updates, and database reviews.
• Provide timely, detailed and accurate reporting to external and internal audiences.

Skills and Abilities

• Ability to diagnose, articulate, and provide solutions for client’s technical UCaaS issues.
• Ability to communicate effectively (verbal, written, email) with customers, peers, direct and senior management.
• Ability to work independently to resolve service requests and escalate effectively to Tier 2/Tier 3 support when necessary.
• Ability to manage multiple concurrent support tickets efficiently.

Work Environment: This position operates in a professional office environment.

Position Type and Expected Hours of Work:

• Support Window: 9:00 am – 11:00 pm
• Please note that specific shift times may vary based on fluctuating business requirements and customer support needs

Required Education and Experience: 

• College Degree
• 1+ years in telecommunications and/or UCaaS/Help Desk support

Additional Eligibility Qualifications

• Work Authorization/Security Clearance (if applicable)
• Job contingent upon a background check

EEO Statement: It is our policy to provide equal employment opportunity to all individuals. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful. We are strongly committed to this policy, and believe in the concept and spirit of the law.

Vatic’s policy is to provide equal employment opportunity to qualified persons without regard to race, color, religion, sex, national origin, age, known mental and physical disabilities, or veteran status. Federal and state laws require this, and we believe equal employment opportunity is simply good business practice.