COMPANY DESCRIPTION
Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
As a Telephony Support Specialist, you will play a critical role in providing technical assistance and support to internal stakeholders regarding communications services, applications, and equipment. You will handle inquiries, troubleshoot issues, and facilitate the resolution of problems related to IP-based telephony systems. This position requires excellent communication skills, strong problem-solving abilities, and a customer-focused mindset to ensure high levels of satisfaction and service quality.
ESSENTIAL JOB FUNCTIONS
Technical Support and Troubleshooting:
- Issue Resolution: Diagnosing and resolving technical issues related to UCaaS and CCaaS platforms.
- Incident Management: Handling service requests, incidents, and tickets through a helpdesk or ticketing system.
- Root Cause Analysis: Performing root cause analysis to prevent the recurrence of issues.
System Maintenance and Monitoring:
- System Monitoring: Continuously monitoring the performance and availability of UCaaS/CCaaS systems.
- Maintenance Tasks: Performing regular maintenance tasks such as system updates, patching, and backups.
- Performance Optimization: Identifying and implementing opportunities for improving system performance.
User Support and Training:
- User Assistance: Providing support and guidance to end-users, ensuring they understand how to use the UCaaS/CCaaS tools effectively.
- Training: Conducting training sessions or creating training materials for new users and ongoing education.
Configuration and Deployment:
- System Configuration: Setting up and configuring UCaaS/CCaaS systems according to the organization's requirements, including creation and maintenance of the IVR, Virtual Agent, and Agent Assist.
- Integration Support: Assisting with the integration of UCaaS/CCaaS solutions with other business systems and applications.
Documentation and Reporting
- Documentation: Maintaining accurate and up-to-date documentation of system configurations, processes, and procedures.
- Reporting: Generating reports on system performance, usage metrics, and support activities.
Collaboration and Communication
- Vendor Liaison: Working with vendors and service providers to resolve issues and implement updates or new features.
- Cross-Department Collaboration: Collaborating with other IT and business units to align UCaaS/CCaaS capabilities with organizational goals.
Security and Compliance
- Security Management: Ensuring that UCaaS/CCaaS systems are secure and comply with relevant regulations and standards.
- Access Control: Managing user access and permissions to ensure only authorized personnel have access to sensitive information.
Project Participation
- Project Support: Assisting in the planning and execution of projects related to the deployment or enhancement of UCaaS/CCaaS solutions.
- Other duties as assigned.
GENERAL QUALIFICATIONS
- Proven experience in providing technical support or customer service in the telecommunications industry, preferably in a call center or helpdesk environment with contact center applications (Talkdesk and Zoom a plus).
- Understanding of telecom concepts, technologies, and protocols, including PSTN, VoIP, SIP, GSM, CDMA, LTE, and data networking fundamentals.
- Familiarity with artificial intelligence concepts such as natural language processing (NLP), machine learning (ML), and generative AI using large-language models (LLM).
- Proficiency in troubleshooting hardware, software, and connectivity issues related to telephony systems and communications infrastructure.
- Excellent communication skills, both verbal and written, with the ability to communicate technical information clearly and effectively to non-technical users.
- Strong problem-solving skills, with the ability to analyze issues, identify root causes, and implement effective solutions in a timely manner.
- Customer-focused mindset with a passion for delivering exceptional service and support to users of all technical proficiency levels.
- Familiarity with ticketing systems, CRM software, and remote support tools is desirable.
EDUCATION AND EXPERIENCE
- An associate degree in Information Technology, Telecommunications, or a related field is required. Bachelor's Degree preferred.
- Certifications such as CompTIA A+, Network+, or equivalent are a plus.
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to stand and walk for extended period of time.
- Ability to communicate in English.
- Ability to see within normal parameters.
- Ability to hear within normal range.
- Ability to use hands, arms and legs within specifications of the job.
- Must be able to lift up to 15 pounds at times.
WORKING CONDITIONS
- This position typically operates in an office environment but may also involve remote work or on-site support visits as needed.
- Work hours may include evenings, weekends, or holidays to accommodate customer needs or support requirements.
BENEFITS (FULL-TIME ONLY)
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.