Level 2 Voice Support Officer

Job Description

As a Level 2 Voice Support Officer, you will support frontline staff, case-manage escalations, troubleshoot complex voice issues, perform customer builds and service maintenance, and ensure efficient Voice support operations for our partners and end-customers. You will provide guidance to team members, provide feedback, and uphold service excellence while aligning to our company values.

Responsibilities:

• Ensure timely frontline support within service levels, delivering outstanding customer experiences. Answering incoming support calls and responding to support tickets.
• Perform advanced troubleshooting and management of customer call flows e.g. IVRs, time conditions, queues etc.
• Setup and configure new call flows.
• Mentor and train support staff, improving team performance, whilst being the secondary escalation point for complex voice issues.
• Handle case management and proactively update customers on ticket progress. Always calling customers as the preferred method of contact unless otherwise requested.
• Report emerging issues and escalate complex cases accurately.
• Prioritize personal and team safety, including physical and psychological well-being.
• Follow WHS policies and immediately report incidents.

Requirements:

• In-depth understanding of VoIP protocols, eg SIP, RTP etc.
• Experience configuring and maintaining platforms like 3CX, Asterisk, FusionPBX/FreeSwitch and Microsoft Teams Voice.
• Strong knowledge of TCP/IP, VLANs, QoS, NAT, and firewall rules related to VoIP traffic.
• Ability to configure and troubleshoot SIP trunks, DID routing, and number portability.
• Experience in creating, modifying, and maintaining complex call flows.
• A Knowledge of ACMA regulation and number allocation regulations is beneficial.
• Several years in customer service with a proven technical voice support history.
• Experience with supporting direct business customer bases or channel partnerships, within MSP environments or otherwise.
• Excellent communication, active listening, and problem-solving skills.
• Advanced knowledge in VoIP troubleshooting techniques.
• Strong organisational abilities.
• Any relevant voice certification highly favored.

Other Requirements:

• Rotating roster, including weekends and public holidays.
• In the Offshore team this role will be required to work from home – or in office as required.

Interested candidates can apply online or email your CV to [email protected]