Voice Communications Analyst jobs in Jackson, MS

Netlink Voice is a cutting-edge telecom, networking, and IT solutions organization based in Flowood, MS. We are looking to add an additional Client Support Technician to our growing team. Individuals must be highly motivated, willing to accept challenges, and looking for growth opportunities. This position is available physically at our Flowood, MS office.

As a member of the technical operations team, you will be responsible for providing remote support to our clients who have critical response time requirements. You will work independently and as part of a team to answer service desk calls, analyze technical issues, address escalations, and troubleshoot over the phone/via remote access. The ideal candidate must be a self-starter and able to perform and obtain results under minimal supervision. Strong written and verbal communication skills are required to succeed in this position.

The hours are Monday through Friday 8:30AM to 5:30pm.

Preferred Qualifications:

• Proven hands-on IT and telecommunications troubleshooting experience.
• Hands-on experience with monitoring, network diagnostic, and network analytics tools.
• Knowledge of security concepts such as firewalls and VPNs.
• Knowledge and experiance in VOIP technology.
• MikroTik knowledge is a strong plus.

Responsibilities include:

• Respond to customer support tickets in a timely and accurate way, via phone, email, or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.

Qualifications / Skills:

• Proven ability to work independently and in a team environment.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a fast paced environment.
• Strong organizational, presentation, and customer service skills.
• Excellent diagnostic and problem-solving skills.
• In-depth understanding of diverse computer systems and networks.

Job Type: Full-time

Pay: From $37,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

People with a criminal record are encouraged to apply

Experience:

• Help desk: 1 year (Preferred)
• VoIP: 1 year (Preferred)

Work Location: In person