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Telecommunications, Software, CPaaS

Product Support Analyst (Voice)

Raleigh, NCOnsiteFull TimePosted 10 days agoVisa sponsorship available

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Required skills

  • VoIP
  • SIP Trunking
  • Routers
  • Switches
  • Telephony Infrastructure
  • Network Configurations

Nice to have

  • PBX Operations
  • PSTN
  • API
  • 911 Products

Role summary

Bandwidth is seeking a Product Support Analyst (Voice) to provide technical customer support for wholesale and enterprise voice, API, and 911 products. This role requires expertise in Local and Wide Area Networks, telephony infrastructure, and router configurations affecting VOIP and SIP Trunking. Responsibilities include troubleshooting customer issues, partnering with carriers and customer IT, managing tickets within SLAs, and escalating complex problems. The ideal candidate will have a strong understanding of VoIP and SIP, with desirable skills in PSTN and PBX operations.

Who We Are:

At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.

Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.

We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.

We're experts who speak like humans. Ready to build what's next? #JoinTheBand

What We Are Looking For:

We are seeking a Product Support Analyst (Voice) to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking.

This position would require you work: Monday - Friday from 12:00 PM – 9:00 PM

What You'll Do:

  • Provide technical support to customers for voice, API and 911 products.
  • Professional communications with customers in troubleshooting reported issues.
  • Partner with Local Exchange Carriers in resolving customer network issues.
  • Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.
  • Partner with customer’s IT support personnel in resolution of issues.
  • Assist with troubleshooting of customer’s routers that included in VOIP and SIP network.
  • Escalate chronic or intermittent issues to higher echelon teams and management level attention

    • What You Need:

  • Bachelor’s degree is preferred but Associate degree with additional SIP, PBX, and network experience is acceptable.
  • Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must. Additional skills in Public Switching Telephone Network (PSTN) are desirable.
  • Strong troubleshooting and problem solving skills.
  • Network configurations using Routers and Switches revolving around telephony infrastructures.
  • Knowledge of PBX operations

    • The Whole Person Promise:

    At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

    • Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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