We are currently looking for VoIP Installation and Service Coordinator:

• Competitive base salaries
• Benefits including medical, dental, and Simple retirement plan
• Salaries commensurate with experience

Essential Functions:

• Install and train VoIP Services
• Provide Tier 1 support via phone and online ticketing system as required. Handle first call resolution while building strong customer relationships
• Work with 3rd party vendors to schedule on-site site surveys, installation, and repair
• Work with customers vendors to plan deployment
• Provide training on hardware, software and apps
• Creating schematics and documentation
• Install hardware at customer sites
• Manage customer support documentation
• Perform remote programming and administration
• Provide post installation support and customer training
• Perform troubleshooting and repair
• Provide technical assistance to customer and co-workers
• Perform troubleshooting to resolve voice and data network issues to resolution
• Provide timely and effective resolution to tickets based on internal and external service level agreements.
• Provide on-site repair and other professional services as needed.
• Participate in rotating on-call duty
• Other Duties as assigned

Required Education/Experience and Competencies:

• High School or GED required
• Experience with VoIP and IP network troubleshooting.
• Understand basic network concepts such as routing and subnetting, jitter, and latency
• Understand LAN and WAN principles
• Thorough understanding of VoIP protocols, PBX methodologies and functionalities
• Understand network troubleshooting diagnostics and methodologies (ping, trace route, etc.)
• Customer service experience required
• A clean driving record (and adequate liability insurance coverage)

Benefits offered:

• Paid time off
• Health insurance
• Retirement benefits or accounts
• Incentive Trips!

Job Type: Full-time

Job Overview

We are seeking a skilled and customer-oriented VoIP Engineer to support our clients in 
implementing, troubleshooting, and optimizing our VoIP services and solutions. In this role, 
you will also provide ongoing training and guidance to customers, ensuring they fully 
understand and effectively use our platform. The ideal candidate will have hands-on 
experience with VoIP technologies, excellent communication skills, and a passion for 
customer success. 

Benefits

• Work with a dynamic, innovative team in a growing industry.
• Opportunities for professional growth and career advancement.
• Competitive salary and benefits package.
• Supportive work environment with a focus on continuous learning and customer success. 

Essential functions

Customer Support: 

• Provide technical support to Customers, partners, and Super Sellers via  phone, email, and remote sessions.
• Troubleshoot and resolve VoIP-related issues, including call quality, network configuration, and device compatibility.
• Collaborate with internal teams (development, network, etc.) to resolve complex technical issues.
• Ensure timely and effective resolution of customer queries, minimizing downtime and service interruptions.
• Provide support for auxiliary services such as: SIP trunks, PRI, 4G Wireless, VFax, SMS Plus, Video etc. 

VoIP Platform Setup & Configuration: 

• Assist clients with the installation, configuration, and maintenance of VoIP systems, including softphones, hardware devices, and PBX solutions.
• Configure SIP trunks, codecs, call routing, and other relevant VoIP settings.
• Monitor and maintain system performance, addressing any issues that arise.
• Coordinate installs, work with third party contractors 

Ongoing Training and Customer Education: 

• Provide virtual and in-person training sessions for new and existing  customers on using our VoIP platform and auxiliary services.
• Assist with the development training materials, documentation, and user guides to support customer education, version updates and new product offerings.
• Conduct regular webinars and workshops to help customers, partners, and
• Super Sellers stay updated on new features and best practices. 

Platform Optimization and Customer Feedback: 

• Assist customers in optimizing their VoIP systems for performance and cost efficiency.
• Gather customer feedback to identify areas for improvement in both our platform and service offerings.
• Collaborate with the product and development teams to enhance features and fix bugs based on customer insights. 

Documentation & Reporting: 

• Maintain detailed records of customer interactions, issue resolution, and  system configurations.
• Provide regular reports on support cases, system performance, and customer feedback to management.
• Create and update internal knowledge base articles and technical documentation.
• Maintain tickets through Hubspot ticketing. 

Job Overview

We are seeking a dynamic and results-driven UCaaS Channel Manager with a strong background in sales, revenue growth, engineering, and training. This role will be responsible for supporting and growing our UCaaS Super Seller network, onboarding new partners, and driving channel sales performance. The ideal candidate will have a technical understanding of UCaaS systems, combined with experience in channel sales, relationship management, and the ability to provide training to new partners. 

Benefits

•  Competitive salary and commission structure.
• Health, dental, and vision insurance.
• Retirement program with match
• Opportunities for professional development and career growth.
• Flexible working environment. 

Essential functions

Channel Sales & Revenue Growth

• Support the development and implementation of a strategic plan to grow UCaaS channel sales through Super Sellers.
• Build and support relationships with existing partners, ensuring their sales performance meets company targets.
• Identify, recruit, and onboard new Super Sellers to expand the partner ecosystem.
• Support quoting and special pricing for partners and Super Sellers
• Develop marketing initiatives, promotions, and incentive programs to drive revenue through the channel. 

Partner Onboarding & Training

• Lead the onboarding process for new resellers (partners/agents) and Super Sellers, ensuring a smooth transition and strong product understanding.
• Design and deliver technical training programs for partners to enable them to sell and support our UCaaS solutions effectively.
• Provide ongoing technical support and guidance to partners, acting as a subject matter expert in UCaaS technology.
• Work closely with internal teams to ensure partner needs are met and any issues are resolved quickly. 

Technical Expertise & Support

• Leverage your engineering background to understand the technical aspects of UCaaS products and services as well as integrations with UCaaS platforms.
• Assist partners with customer requirements and provide technical solutions when needed.
• Collaborate with product and engineering teams to stay updated on product developments and relay feedback from partners for continuous improvement.

Channel Strategy & Reporting

• Support the development of and execution of a channel strategy that aligns with company goals and objectives.
• Monitor and analyze channel performance metrics, providing regular reports and insights to senior management.
• Adjust sales and support strategies based on market trends and partner feedback to optimize performance.