Support Specialist I

Support Services Specialist I Entry-Level Telecom/Technical Support Role Ten4 | Reports to: Support Services Manager New to IT or looking to build a career in telecom technical support? This is a great entry-level opportunity to launch your career with hands-on training, and a generous benefits package: 3 weeks’ vacation time, 1 week sick time 6 paid company holidays and 2 floating holidays Extra PTO to take your birthday off Health, dental and vision PLUS an HRA and generous employer contributions to the monthly premiums 401(k) and Roth options with an annual discretionary employer contribution Tuition reimbursement This position is a hybrid role, with 2 days per week in our Mt. Laurel, NJ office. Training is Monday – Friday 8 am – 5 pm EASTERN time. Regular shifts after training is below, with occasional Saturday shifts for covering other team members: Monday 11 am – 8 pm ET Tuesday 8 am – 5 pm ET Wednesday 8 am – 5 pm ET Thursday 8 am – 5 pm ET Friday 11 am – 5 pm ET The wage rate for this role is $19/hr - $22/hr depending on experience. Due to payroll and tax reasons, Ten4 can only accept candidates who reside in the following states: MD, NJ, PA, WV, VA, FL, MA, NC, KS, CO, UT, TX, WA Job Summary The Support Services Specialist I is an entry-level, front-line technical support role responsible for responding to tickets from Ten4 customers regarding SIP calling, network connectivity, and related telecom services. This position performs first-level diagnosis and troubleshooting, resolves straightforward issues within the Level 1 scope, and escalates more complex problems to Level 2 support or the appropriate internal team according to established procedures and SLA targets. The role requires clear, consistent communication with customers over the phone or email/ticketing system, and internal stakeholders from the moment a ticket is opened until it is fully resolved. Essential Duties and Responsibilities Monitor the shared support queue continuously and respond to new tickets within SLA-defined response windows. Respond to Level 1 support tickets, gathering the information needed to accurately log, categorize, and prioritize each ticket in the ticketing system. Perform first-level troubleshooting of hosted SIP phone systems, Diagnose basic network and connectivity issues affecting SIP Calls on the phone with a customer from their site, including checking WAN/LAN status, verifying router and switch connectivity, testing bandwidth/jitter/packet loss, and confirming QoS configuration. Open, track, and follow up on trouble tickets with third-party carriers and service providers on behalf of customers when an issue originates outside Ten4's network, and relay carrier updates back to the customer. Coordinate with other Ten4 departments as needed to investigate and resolve multi-team issues. Maintain proactive, clear communication with customers throughout the life of a ticket, including status updates at agreed intervals and a final confirmation of resolution. Education, Experience and Skills High school diploma or equivalent required; Associate's degree or coursework in IT, telecommunications, or a related field preferred. 0-1 years of experience in a help desk, call center, or technical support environment using a ticketing system such as Service Now; is preferred Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, routers/switches) and common troubleshooting techniques. Familiarity with hosted VoIP/UCaaS platforms and basic telephony concepts (SIP trunking, call routing, voicemail) is a plus. Demonstrated analytical thinking and problem-solving skills, with the ability to follow structured troubleshooting steps under time pressure. Strong written and verbal communication skills with a customer-service focus, including the ability to explain technical issues to non-technical users. Working knowledge of PCs and standard software applications, including Windows and Microsoft Office. Comfortable using a ticketing/PSA system to log, track, and update support cases. Strong organizational skills and the ability to manage multiple, often competing priorities to successful completion. Ability to make sound, independent decisions within established policies, procedures, and SLA requirements. Must be able to read, write and speak proficient English. Must be authorized to work the United States for any employer. About Ten4 & Ten4 Mobility LLC Since 1997, Ten4 has helped multi-site, multi-state businesses deploy effective, efficient, and easy-to-use telecom management solutions, spanning nationwide wired and wireless voice and data networks, billing services, and support monitoring. Ten4 operates on both sides of the telecom channel: Ten4 is a technology advisor, reselling third-party technology solutions along with Ten4 solutions directly to customers. Ten4 acts as a supplier, working with a network of partner-resellers to sell Ten4 branded solutions and managed services. Equal Employment Opportunity Policy Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.