Help Desk Support Representative

Resolve client UCaaS technical issues promptly and efficiently Handle provisioning and maintenance requests, including line transfers and user group additions Execute MACD requests for UCaaS service lines and user accounts Contribute to UCaaS system maintenance, updates, and database reviews Provide user onboarding, training, and documentation Provide timely, detailed, and accurate reporting to external and internal audiences Manage and resolve support tickets, escalating to Tier 2/Tier 3 support when necessary Support customers during the 9:00 am–11:00 pm support window, with shift times varying according to business and customer support needs Requirements Technical expertise in UCaaS and cloud-based communication platforms Troubleshooting and resolving technical issues related to UCaaS services, including 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 Skilled in remote support and quick issue resolution Proficiency with Microsoft Office, particularly Excel, for data management and reporting General knowledge of the telecom industry and UCaaS concepts Experience with specific UCaaS platforms such as Vonage, 8x8, or Zoom preferred Experience with proactive monitoring and maintenance procedures preferred Ability to work a flexible schedule Ability to diagnose, articulate, and solve clients' technical UCaaS issues Effective verbal, written, and email communication with customers, peers, and management Ability to work independently and escalated to Tier 2/Tier 3 support when necessary Ability to manage multiple concurrent support tickets College Degree 1+ years in telecommunications and/or UCaaS/Help Desk support Work authorization/security clearance if applicable Successful background check required Core Competencies Demonstrates technical expertise in UCaaS and cloud-based communication platforms, with a strong ability to troubleshoot and resolve issues efficiently. Proficient in user onboarding, training, and documentation, while effectively managing support tickets and providing detailed reporting. Highest-signal resume keywords UCaaS Technical Expertise Troubleshooting UCaaS Services Moves, Adds, Changes, and Disconnects (MACD) Microsoft Office Proficiency Telecommunications Experience ATS Optimization Keywords Hard Skills UCaaS Technical Expertise Troubleshooting UCaaS Services Moves, Adds, Changes, and Disconnects (MACD) User Onboarding Data Management Proactive Monitoring Issue Resolution Telecommunications Knowledge Support Ticket Management Cloud-Based Communication Platforms Soft Skills Effective Communication Independent Work Problem Solving Time Management Customer Support Certifications & Qualifications College Degree Work Authorization/Security Clearance Industry Keywords Telecommunications UCaaS Help Desk Support Technical Support Client Support Tools & Technologies Microsoft Excel Vonage 8x8 Zoom #J-18808-Ljbffr Jobtailor