Tier 1 VoIP, Hospitality Support Specialist
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Job Description
Support Specialist for VoIP and hospitality services at GrayMatter Networks. Delivering exceptional customer service and trouble-shooting technical issues remotely.
Responsibilities:
- Serve as the initial point of contact for customers seeking technical assistance via phone, email, ticketing system, or chat
- Answer incoming support calls in a professional, timely, and customer-focused manner
- Adhere to company SLAs and response time requirements for incoming support requests
- Monitor systems for faults, outages, alarms, errors, and overall health of customer equipment, core infrastructure, and ancillary services
- Troubleshoot VoIP, hospitality, and networking-related technical issues remotely
- Provide excellent customer service by actively listening to customers, understanding concerns, and communicating solutions clearly and professionally
- Document all customer interactions, troubleshooting steps, and resolutions in a clear, detailed, and organized manner
- Escalate complex or critical issues to the Support Team Leader or higher-tier support teams while ensuring accurate and timely handoff
- Triage support tickets and incidents based on severity, visibility, operational impact, and customer status
- Maintain communication with customers throughout the lifecycle of a ticket or issue
- Collaborate with internal teams to improve support processes, workflows, and customer experience
- Stay current with company products, hospitality technologies, VoIP systems, and industry trends
- Create and maintain documentation, knowledge base articles, and Wiki-based training/reference materials
- Assist with basic system preparation, provisioning, or configuration tasks as needed
- Perform other duties and responsibilities as assigned from time to time
Requirements:
- Strong English communication skills — both written and verbal — are required
- Minimum of 2 years of experience in a technical support, help desk, NOC, or customer support role
- Experience in telecommunications, VoIP, networking, or hospitality technology environments is required
- Strong troubleshooting and problem-solving skills with excellent attention to detail
- Ability to professionally handle inbound customer calls, support tickets, and technical issues in a fast-paced environment
- Familiarity with VoIP technologies, SIP, networking fundamentals, and remote troubleshooting methodologies
- Ability to prioritize, triage, and manage multiple tickets and customer requests simultaneously
- Excellent documentation skills with the ability to clearly document troubleshooting steps, resolutions, and customer interactions
- Ability to work under pressure and adapt to shifting priorities in a dynamic support environment
- Patience, empathy, professionalism, and the ability to remain composed during difficult customer interactions
- Strong sense of accountability, ownership, integrity, and reliability
- Ability to work independently with minimal supervision while also functioning effectively as part of a team
- Candidates must successfully complete the Sangoma FreePBX Essentials course within 5 days of employment as a condition of continued employment
- A Plus to Have Degree in Computer Science, Information Technology, Telecommunications, or a related field is desirable but not mandatory
- Familiarity with FreePBX software applications and VoIP/PBX environments
- Basic knowledge of Linux systems and Linux command line utilities
- Familiarity with Wireshark or other packet capture and troubleshooting tools
- Basic understanding of networking concepts such as VLANs, DHCP, routing, switching, and firewall fundamentals
- Strong understanding of the OSI (Open Systems Interconnection) model and general network communication principles
- Experience with hospitality technology or hotel support environments
- Experience using ticketing systems, monitoring systems, or remote support tools
- Network+ and/or Cisco Systems CCNA certifications are highly desirable; candidates with valid certifications will receive priority consideration.
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