Voice specialistNICE inContact

Description
Voice Specialist
Remote Until Further Notice
As a Voice Specialist, a Typical Day Might Include the Following
Work tickets via web-based ticketing system, email, voice, and chat
Ensure all tickets are properly assigned
Complete standard text template for case
Validate prioritization and monitor communications to users of progress
Keep clear and thorough records in the ticketing system of all actions taken
Escalate incidents when necessary
Troubleshoot SIP and TDM services.
Opens and monitors incidents created with tier 1 carriers and 3rd party providers
Pulls and analyzes logs for troubleshooting
Regularly works flexible schedule and on-call services
To Land This Gig You'll Need:
Associates degree or equivalent work experience in telecommunications or Networking or equivalent work experience required.
3+ years' work experience in a customer service field, preferably in a technical support capacity.
Excellent technical, troubleshooting and analytical skills
Ability to excel in a fast-passed, agile environment where critical thinking and strong problem-
solving skills are essentials.
Entry level of understanding of PRI signaling protocols and capabilities
Entry level of understanding of SIP call setups and response codes
Must be familiar with network devices Switch's (layer 2) and Routers (Layer 3)
NAT/PAT understand of functions and limitations
Bonus Experience:
Experience in technical support role in Telecommunications environment
IP Telephony /Telecommunications experience
Session Border Controller (SBC) (Acme, Sonus, Audio Codes, Edgemarc, CUBE, Etc.)
Cisco Certified Network Associate (CCNA)
Unix/Linux knowledge
ABOUT inContact: inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE inContact

Manila City, Metro Manila
Permanent
Full-time