UCaaS Help Desk Support Representative

Vatic Outsourcing • Marietta, GA

1d • Onsite

About The Position

This is a client-facing support position dedicated to providing specialized assistance for Unified Communications as a Service (UCaaS) platforms. The representative is focused on resolving technical issues, performing system maintenance, managing MACD (Move, Add, Change, or Disconnect) requests, and supporting user onboarding to ensure uninterrupted communication and high client productivity.

Requirements

• Technical expertise in UCaaS and cloud-based communication platforms.
• Proficiency with Microsoft Office, particularly Excel, for data management and reporting.
• Ability to diagnose, articulate, and provide solutions for client’s technical UCaaS issues.
• Ability to communicate effectively (verbal, written, email) with customers, peers, direct and senior management.
• Ability to work independently to resolve service requests and escalate effectively to Tier 2/Tier 3 support when necessary.
• Ability to manage multiple concurrent support tickets efficiently.
• College Degree
• 1+ years in telecommunications and/or UCaaS/Help Desk support

Nice To Haves

• General knowledge of the telecom industry and UCaaS concepts.
• Experience with specific UCaaS platforms (e.g., Vonage, 8x8, Zoom).
• Experience with proactive monitoring and maintenance procedures.
• Ability to work a flexible schedule

Responsibilities

• Resolve client UCaaS technical issues promptly and efficiently.
• Handle provisioning and maintenance requests, including line transfers and user group additions.
• Contribute to UCaaS system maintenance, updates, and database reviews.
• Provide timely, detailed and accurate reporting to external and internal audiences.
• Troubleshooting and resolving technical issues related to UCaaS services (voice, video, messaging, and collaboration tools).
• Executing Moves, Adds, Changes, and Disconnects (MACD) for UCaaS service lines and user accounts.
• Providing user onboarding, training, and documentation to ensure successful platform adoption.
• Skilled in remote support and ensuring quick issue resolution to minimize downtime.

What This Job Offers

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