Cincinnati Bell VoIP Communication Engineer I in Cincinnati, Ohio
Position : VoIP Communication Engineer I
Location : Cincinnati, OH
This position is responsible for technical support for Communication Practice-related business products and services supported by Business Operations. This operational position requires the Engineer to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to resolve the customer's issues and/or fulfill requests in a manner that meets or exceeds agreed upon Service Level Agreements (OLAs/SLAs) with internal/external customers.
Provide technical support to internal/external customers for VoIP-related incidents, requests, and inquiries relating to a variety of business products and services (80%)
Document work updates in a company-provided ticketing system until a resolution is complete and the ticket is closed with the customer (10%)
Collaborate with other analysts to determine resolutions for customer incidents and requests (10%)
Other duties as assigned
2 to 3 years of general work experience
Experience in a Service Desk or VoIP-related technical support environment
Experience in a network or voice administrative role
Four years of High School or equivalent required
Cisco CCNA Certification or equivalent required
Excellent written and oral communication skills
Excellent customer service and conflict resolution skills
Working understanding of Information Technology and computing systems
Working understanding of IP networking fundamentals
Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
Familiar with common ticketing systems (Ex. ServiceNow)
Demonstrated desire for self-directed education regarding IP networking and VoIP technologies
Shift work is required, as this is a 24-hour operations environment. This includes working weekends, holidays, and during natural disasters/adverse weather conditions.
CBTS is a wholly-owned subsidiary of Cincinnati Bell (NYSE:CBB) that serves enterprise and midmarket clients in all industries across the United States and Canada. From Unified Communications to Cloud Services and beyond, CBTS combines deep technical expertise with a full suite of flexible technology solutions that drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for its clients. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. CBTS offers an amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.