Sr. Technical Analyst

SUMMARY

The Sr. Technical Analyst serves as the primary point of contact for customers requiring support for Unified Communications as a Service (UCaaS), VoIP, and related collaboration services. This role operates in a fast-paced, call center-driven environment and handles inbound calls, outbound troubleshooting, follow-up calls, and a high volume of support tickets. The technician provides first-contact support, performs initial troubleshooting and routine service requests, and maintains clear customer communication throughout the ticket lifecycle.

JOB RESPONSIBILITIES

Customer Communication & Call Handling

• Serve as the first point of contact for customer support requests through inbound telephone calls and assigned support channels.
  
• Make outbound calls for troubleshooting, status updates, follow-up, validation, and ticket closure.
  
• Gather complete and accurate information to identify the issue, establish impact, and begin troubleshooting.
  
• Communicate technical information clearly to technical and non-technical customers, provide timely updates, and confirm service restoration or request completion.
  

Ticket Management & Ownership

• Create, update, triage, prioritize, and manage support tickets in accordance with established service level expectations.
  
• Monitor assigned queues and respond promptly to incidents, service requests, callbacks, and follow-up activities.
  

First-Level Technical Support

• Troubleshoot common UCaaS and VoIP issues by performing basic endpoint, connectivity, registration, voicemail, call-routing, and test-call validation.
  
• Assist customers with portal access, password resets, user features, and other standard administrative requests.
  
• Complete approved user provisioning, deprovisioning, and routine MACDs, validating the completed work with the customer and documenting the outcome.
  

QUALIFICATIONS

• Associate degree or equivalent experience
  
• 3 years of Help Desk/ Technical Support Center experience.
  
• 1+ years of experience working with a Unified Communications, VoIP, or Cloud-Based Collaboration Platform
  
• Strong interpersonal, written, and oral communication skills in English
  
• Desire to work in a fast-paced team environment within the technology sector
  
• Experience with a Service Desk Platform for Ticketing (JSD, SNOW, Ivanti, SFDC, etc.)
  
• Proficiency with Microsoft 365 applications
  
• Proficiency with triaging inbound technical customer issues and appropriately diagnose case severity/priority
  
• Proficiency with networking basics
  

PREFERRED EXPERIENCE:  

• Bachelor’s degree or equivalent experience
  
• Experience supporting VoIP, hosted PBX, Microsoft Teams Phone, or UCaaS services.
  
• Basic knowledge of TCP/IP, DHCP, DNS, VLANs, NAT, and common endpoint connectivity concepts.
  
• Technology Certifications (CompTIA Network+, Cisco CCENT/CCNA)
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule (8AM – 5PM EST US Time Zone).