Telecommunications Technical Support Team Member
6 days ago
Morrisville
Job Description QuestBlue Systems, Inc is a Telecommunication provider to customers looking for a more cost-effective and flexible solutions to a traditional phone system since 2007. QuestBlue transmits phone calls and fax services, allowing its customers to stay connected from anywhere worldwide if they have an internet connection, working closely with clients to understand their business requirements and provide solutions tailored to their needs, committing to delivering high-quality services and support. We are seeking a Telecommunications Technical Support Team Member to work with customers to troubleshoot real-time communication issues, investigate network and browser-based problems, and guide customers through critical voice workflows. This role requires a dynamic strong technical background knowledge of voice telecom networking systems, excellent management and communication skills, a passion for delivering exceptional customer service by solving their communications challenges, troubleshooting, and ensuring the overall reliability, performance, and deliverability of our services. The candidate should be detail oriented to provide technical assistance to Enterprise and Wholesale voice, SMS, 911, and hosted PBX clients. Key Responsibilities • Providing customer support with accurate information, able to diagnose, troubleshoot and resolve technical issues via telephone and portal ticket system., • Analyze call quality issues (packet loss, jitter, latency, dropped calls) and escalate when necessary, following up with customers to ensure resolution., • Training and support: The employee may provide training and support to new users. Customize Telecommunications and PBX applications to meet user needs., • Must be able to collaborate with internal team members and third-party providers, to ensure efficient workflow and escalate related issues., • Must always maintain a professional demeanor to provide excellent customer service. Communication effectively with customers verbally and in writing is crucial. You will need to be able to explain technical concepts to non-technical users and advanced wholesale users., • Keeping up to date with industry trends and developments., • Documenting solutions to common issues and support procedures and best practices specific to telecom environments. Proactively identify and recommend improvements in product reliability and user experience. Qualifications: Education & Experience: Associate or bachelor’s degree in IT, computer systems or a related field preferred. • 2-4 years of help desk experience in a technical support role, including 1–2 years in escalation roles troubleshooting and resolving networking issues., • Must be familiar with basic Linux commands and be comfortable working in CLI/Linux environments (Debian preferred). Technical Skills: • System and Application skills: possessing good knowledge of systems, applications and networks., • Knowledge of SIP protocol, call flow debugging, and communications infrastructure., • Hands-on experience with Asterisk, SBCs, and other well-known PBX software. (dial plans, call queues, voicemail) Soft Skills: • Customer-focused mindset and problem-solving orientation., • Strong telephone skills, ability to quickly assist a caller with a reported issue., • Analytical thinking and problem-solving skills as a fast learner., • Calm, logical troubleshooting approach to handle technical questions., • Enthusiastic with a passion for technology and efficient with time management skills., • Demonstrate strong organization, prioritization skills and strong work ethics., • Excellent written and verbal communication skills. Highly detail-oriented, organized., • Ability to work well independently and in a team setting., • Adaptable, flexible and able to deal with ambiguity and change. Preferred: • Experience with network troubleshooting tools (Wireshark, sngrep) NAT, RTP, DNS, TCP/UDP, TLS/SRTP., • VoIP certifications (Digium/Asterisk, SIP School, etc.)., • Familiarity with RTPengine, Fail2Ban, and IPtables/firewall configuration., • Scripting and automation (Ansible a plus). Work Environment: *THIS POSITION IS NOT FULLY REMOTE. Onsite: Monday – Thursday 9AM - 5:30PM Remote: Friday 9AM - 5:30PM Location: Morrisville, NC (off Hwy 40 near RDU Airport). Participate in shift coverage. Employees will work 40 hours per week, but weekend assignments will rotate for after-hours support or maintenance. Compensation & Benefits: • Competitive salary commensurate with experience. $24.00 - $28 / Hour., • Dental, Vision, Health Insurance, Paid holidays, Paid Time Off, Retirement (401k), Bonus. This position demands a strong foundation in technical support, problem-solving, and customer service. Applicants who do not meet the stated qualifications will not be considered. Company DescriptionQuestBlue Systems, Inc is a fast-paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.QuestBlue Systems, Inc is a fast-paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.