Hosted Voice Specialist I

ALLO Communications • Lincoln, NE

14d • Onsite

About The Position

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities. We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life. The ALLO Hosted Voice Team is seeking a detail-oriented, highly organized professional to join our team of business-focused phone system specialists. This role is designed for a customer-centric problem solver who excels in a fast-paced environment and possesses strong verbal and written communication skills. Teammates in this position collaborate closely to maintain high standards of efficiency and technical accuracy. A foundational understanding of telecommunications technology—specifically VoIP, SIP, and PBX systems—is essential for success. We are looking for individuals who naturally align with ALLO’s core values—Honest, Local, Exceptional, and Hassle-Free—and who are committed to delivering world-class service while navigating daily technical challenges.

Requirements

• Associate’s Degree in a related field (e.g., Telecommunications, Information Technology, Business Administration) OR two (2) years of equivalent professional experience in a similar industry or role.
• Technical Troubleshooting: Proven experience in a technical support role with a strong aptitude for diagnosing, analyzing, and resolving complex technical issues independently.
• Telecommunications Familiarity: Experience with the design, configuration, implementation, or support of Hosted PBX, VoIP, SIP , or traditional Key Systems.
• Customer Service Excellence: Strong background in customer-facing roles, with a demonstrated ability to manage customer expectations, respond promptly to needs, and maintain professional composure.
• Technical Documentation: Proven ability to document complex technical situations clearly and communicate them effectively to both technical and non-technical audiences.
• Communication & Collaboration: Exceptional oral and written communication skills, with a strong focus on technical training, active listening, and professional correspondence for both internal teams and external customers.
• Interpersonal & Conflict Resolution: Strong teamwork, negotiation, and conflict-resolution skills, with the ability to positively influence and build collaborative relationships across departments.
• Analytical Thinking: Excellent analytical and critical thinking skills, with the ability to synthesize complex data and convey solutions succinctly.
• Organization & Time Management: Proven ability to prioritize tasks, manage multiple deadlines, and remain highly organized in a fast-paced environment.
• Continuous Improvement: A proactive mindset dedicated to challenging the status quo, promoting quality assurance, and identifying opportunities to improve operational workflows.
• Software Proficiency: Proficient in the Microsoft Office Suite (Word, Excel, Outlook) and enterprise collaboration tools (e.g., Microsoft Teams).
• Mobility & Travel: Possess and maintain a valid driver’s license; ability to accommodate up to 10% regional travel as required.
• Stationary Work: Ability to remain in a stationary position for extended periods while operating computer and telephone equipment.
• Communication: Ability to clearly and effectively exchange technical information with customers, technicians, and stakeholders.
• Hosted Support & Service Delivery: Customer-Centric Approach: Deliver a seamless, professional, and "Hassle-Free" support experience across all customer touchpoints.
• Troubleshooting & Resolution: Perform advanced situational troubleshooting for hosted voice deployments, utilizing structured methodologies to isolate and resolve service anomalies.
• Data Integrity & Order Lifecycle Management: Ticket Lifecycle Ownership: Accurately open, track, and fully document trouble tickets. Monitor issues through to resolution or ensure a warm handoff during escalation.
• Service Order Management: Take ownership of service orders from inception to completion. Assist in gathering requirements, reviewing configurations, provisioning equipment, and supporting remote installation and training.
• Quality Assurance: Conduct final order reviews prior to closure to guarantee technical accuracy and ensure an exceptional customer onboarding experience.

Responsibilities

• Multichannel Customer Support: Respond promptly and professionally to incoming customer phone calls and emails to troubleshoot, resolve, and document hosted voice inquiries and service issues.
• Equipment Provisioning: Prepare, configure, and pre-stage hardware and phone system equipment virtually, to prep for deployment.
• Technical Support: Provide real-time, remote assistance and technical guidance to on-site field technicians during installations, cutovers, or complex troubleshooting scenarios, as well, serve as an escalation to our Tier I support teams related to Hosted Voice deployments.
• Proactive Deployment Coordination: Conduct outbound outreach to business clients to schedule visits, verify technical readiness, and coordinate all pre-installation requirements.
• Internal System Administration: Manage, maintain, and support ALLO’s internal telephone systems and infrastructure, ensuring exceptional service delivery to internal teams.
• Dynamic Task Management: Adapt to a highly varied daily workflow, balancing administrative duties, technical configuration, and collaborative team support in a fast-paced environment.
• Ticket Lifecycle Ownership: Accurately open, track, and fully document trouble tickets. Monitor issues through to resolution or ensure a warm handoff during escalation.
• Service Order Management: Take ownership of service orders from inception to completion. Assist in gathering requirements, reviewing configurations, provisioning equipment, and supporting remote installation and training.
• Quality Assurance: Conduct final order reviews prior to closure to guarantee technical accuracy and ensure an exceptional customer onboarding experience.

Benefits

• Free internet
• Discounts on other ALLO services
• 401(k) savings match up to 5%
• Quarterly wellness challenges with cash deposit into checking or health savings accounts
• Medical, vision, and dental benefits with low employee costs
• Generous Earned Time Off (ETO) program
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree