Support Specialist * Managed Voice

Gordon Flesch Company
United States, Wisconsin, Appleton
Aug 06, 2025
Job Purpose The purpose of the support specialist is to support our VoIP prospects and customers. This position will be a combination of providing support and providing guidance to ensure our customers have the best experience possible using our VoIP solution. Responsibilities Provide technical support for VoIP systems, including troubleshooting and resolving issues related to voice quality, call routing, and system configuration. Monitor VoIP system performance by conducting network testing. Conduct assessments to determine customer environment suitability for VoIP deployment. Connect PA systems to our VoIP solution for customers and integrate with other network devices. Assist customers with a wide range of VoIP-related inquiries such as device setup, feature usage, and network connectivity. Troubleshoot escalated Level I and Level II issues and tickets; ensure customer need is handled within company standard timeline. Monitor tickets escalated to Level III support engineers to ensure timely resolution. Document incident resolution processes to improve future support efforts. Design and implement new processes to improve efficiency and overall customer satisfaction. Communicate technical information clearly and concisely to clients with varying levels of technical expertise. Maintain a high level of customer service for all support queries. Provide VOIP Troubleshooting and Resolution Training for Elevity Level I Support Engineers. Miscellaneous job duties as assigned. Requirements Bachelor's Degree or equivalent work experience. Ability to provide effective remote customer support (via telephone, email, Teams, etc). Excellent written and verbal communication skills. Functional use of Microsoft Office applications, including Word, Excel, and Outlook. Prior network troubleshooting experience. Ability to lift and carry or otherwise move 20lbs. Ability to multitask and prioritize effectively. Ability to work under pressure and tight timelines. Valid driver's license and appropriate auto insurance as dictated by state requirements. Access to reliable transportation. Preferred Qualifications Prior support desk experience Prior VoIP experience Prior Telephony experience Working Conditions Work is normally performed in a typical interior/office work environment No or very limited exposure to physical risk.