Voice over IP (VoIP) Customer Service Representative

Posting Date: Open Until Filled

Reporting to the VoIP Manager, the Voice over IP (VoIP) Customer Service Representative is responsible for facilitating and supporting the delivery of Voice over IP services to subscriber sites. The VoIP Customer Service Representative will serve as the first point of contact for any application level VoIP support issues and will coordinate with additional VoIP team members, as well as other CENIC work groups, to resolve such problems.

Duties and Responsibilities:

• Assist with preparation of VoIP documentation and training materials for internal use by CENIC staff and external use by staff at subscriber sites. Provide in-person and/or on-line training as required.
• Provide first level support to VoIP administrators at subscriber sites who require assistance in using the system.
• Coordinate between CENIC staff and staff at subscriber sites on resolving VoIP issues. Identify any training or policy deficiencies and recommend appropriate changes to the VoIP Manager.
• Participate as a member of and staff to the CENIC DC-TAC VoIP Committee. Facilitate meetings by providing administrative support and coordination as required (e.g., making meeting arrangements, recording minutes, etc.). Perform research and analysis as requested by the Committee. Coordinate the work of the Committee as directed by the VoIP Manager.
• Other duties as assigned.

Job Requirements:

• Education and Experience:
  • Four-year degree or equivalent work experience
  • Demonstrated strong customer service orientation and experience
  • Experience with enterprise telephone systems and/or VoIP technology
  • Experience and demonstrable success with supporting services for a broad customer base
  • Proven ability to work in a team-oriented, collaborative environment


• Skills and Technical Knowledge:
  • Basic understanding of current VoIP network protocols and standards
  • Basic understanding of network security, firewall and VPN technologies
  • Familiarity with standard technical troubleshooting methods
  • Proven ability to develop processes and policies in support of delivering services
  • Demonstrated ability to develop documentation and training
  • Ability to prioritize and execute tasks in a high-pressure environment, able to balance multiple projects and tasks and complete them successfully and within timelines
  • Strong written and oral communications skills
  • Strong interpersonal skills, with focus on customer service
  • Highly self-motivated, self-directed, and accountable


• Special Conditions of Employment:
  • Valid non-commercial Class C California driver's license or equivalent license recognized by the State of California
  • Ability to travel as required

Please send your resumes with salary history or current salary. Resumes can be sent to:

CENIC
16700 Valley View Ave. Suite 400
La Mirada, California 90638
Attn: VoIP Customer Service

or via e-mail to jobs@cenic.org. "VoIP Customer Service" must in the subject of the e-mail. Applications will be accepted until the position is filled. Salary is commensurate with qualifications and experience.

This position will be open until filled. Applications will be accepted until the position is filled.

CENIC is an equal opportunity employer.