Senior VOIP Technician
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
The Technical Support Engineer III, VOIP provides advanced technical assistance to our internal employees. Our solutions utilize complex technologies, and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve. You will provide professional customer service, with awareness of the critical nature of these solutions to our end-users who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported issues as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave employees feeling impressed with how we handle things when they encounter issues with VOIP products. You will work closely with other technical support engineers and with colleagues across the company to collaborate on behalf of the end-user and will accelerate issues toward timely resolution and provide the end-users with timely and complete communication along the way. As a subject matter expert, you will mentor other Technical Support Engineers as well as collaborate and consult with your peers within your subject matter expertise area. You will model excellence in all facets of your work and help other Technical Support Engineers to be successful by mentoring and coaching.
Plans, designs, engineers, and constructs telecommunications systems
Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty
Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work.
Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
Be influential in improving procedures and processes that improve our efficiency and effectiveness
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution
Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents
Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to easily and rapidly duplicate the issue.
Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expect to handle complex and escalated cases.
Expert at reading and analyzing network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities
Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles.
Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products
While a consistent work schedule is the norm, the ability to work a flexible schedule and provide on-call services is needed from time to time
Bachelor’s degree or equivalent work experience
3+ years work experience in a technical customer service role, preferably in a technical support capacity with SaaS software and/or telecommunications
1+ year of project management experience
Experience with multiple WFM software products
Minimum of three years of experience working with and advanced knowledge in at least one of these technologies: Contact Center Software, Telecommunications, Computer Networking, Programming and Integrations.
Specific technologies include but are not limited to:
ACD/IVR, Workforce Management,
Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc.SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
Advanced troubleshooting skills with networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, DS3, Ethernet, OC-X, 1+ and toll-free services)
CRM software such as Salesforce
Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, and VBA)
Strong math and PC skills
Experience with workforce management products, and phone switch monitoring applications, preferred
Work with Senior Leadership to select criteria to set standard procedures
Creates formal networks involving coordination across multiple groups
Acts independently to determine methods and procedures on new/special assignments
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.
Job Reference #: JR101586