MACD Representative – VoIP Provisioning, Technical Support
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Job Description
VoIP provisioning representative configuring hosted voice services for customers. Managing porting, technical support, documentation, and BroadWorks-based provisioning tasks remotely from the Philippines.
Responsibilities:
- Review site surveys and scope-of-work documentation to determine customer voice service requirements
- Participate in voice gap analysis reviews and identify provisioning requirements
- Use reports, dashboards, and internal systems to complete voice provisioning tasks accurately and on time
- Use proprietary, BroadWorks-based tools to design and build customer voice services
- Communicate with customers, vendors, account managers, and internal teams to understand technical requirements and business needs
- Manage telephone number porting activities with internal and external teams
- Monitor order and implementation status and escalate issues when necessary
- Maintain accurate updates throughout the provisioning process
- Ensure customer requests are properly implemented and documented
- Take ownership of requests from initial setup through successful installation
- Manage multiple requests while maintaining speed, accuracy, and attention to detail
- Communicate technical information clearly to both technical and non-technical audiences
Requirements:
- High school diploma or equivalent
- At least 6 months of technical support or help desk experience
- Strong computer skills and confidence working with multiple software applications
- Comfortable using Microsoft Word and Excel
- Strong keyboard and mouse skills
- Basic understanding of voice, data, and networking concepts
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Strong organizational and time-management abilities
- Ability to prioritize multiple tasks and meet deadlines
- Ability to work independently and take ownership of assigned work
- Comfortable working in a structured and accountable environment
- Willingness to work an overnight schedule aligned with U.S. business hours
- Windows 11 PC (Mac not supported)
- 16 GB RAM
- Dual monitors
- Webcam and USB headset
- i5 processor or higher
- Fibre internet with a wired connection (Ethernet cable)
- Backup power solution
- Microsoft Teams / Office 365
- Preferred: Previous VoIP experience
- Preferred: Telecommunications provisioning experience
- Preferred: Experience with BroadWorks or similar telecommunications platforms
- Preferred: Experience with ticketing or service management systems
- Preferred: Experience with telephone number porting or voice service activation
Benefits:
- Paid weekly in arrears
- Fully remote position
- Independent Contract Position
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