White Label Communications is seeking a Support Helpdesk to be based in our Exton office. This is NOT a remote position, and it's expected that all candidates work in our Exton office five days per week, Monday through Friday, from 8:30 am to 5:00 pm EST.

Candidates must be passionate about technology, customer service, and troubleshooting. We are looking for a team player with a positive attitude and the ability to thrive in a fast-paced, high-pressure environment.

You have the opportunity to make an impact on an organization beyond troubleshooting and resolving tickets. You will work with our Resellers, support team, and network operations team to coordinate with our outside vendors and several telecom carriers.

A successful Support Helpdesk engineer will have excellent skills in prioritizing and completing tasks under little supervision. You are responsible for troubleshooting support tickets, resolving escalated issues identified in support cases, and assisting other support staff as needed.

Location: Exton, Pa

Shift: 8:30am - 5:00pm EST

Major Responsibilities:

• Monitor trouble-ticket queue in Zendesk
• Monitoring network and carrier alerts
• Level two customer technical support calls, emails, and tickets
• Internal and external escalations
• Diagnose, Troubleshoot and resolve service issues related to VoIP telephony
• Participate in shared on call support rotation
• Monitor and manage call quality and reliability of telephony infrastructure
• Work with Engineering teams to collaborate on solutions and approaches for persistent issues
• Develop and maintain operational process and procedure documents and network change management records
• Write documentation in our support knowledgebase

Required Qualifications:

• Excellent verbal and written communication skills
• 2+ years of helpdesk support
• Network monitoring or service desk experience
• General knowledge of networking and firewall support plus administration
• Voice over IP (VoIP) experience is strongly preferred
• Hands-on experience with ticket or service desk systems

Preference is given to candidates with any of the following experiences:

• Working in a dynamic environment that may include a variety of duties yet to be determined
• Some shift work and on-call required
• Ability to capture and analyze SIP and RTP traces to isolate and resolve issues
• In-depth understanding of MOS Score, Jitter, Delay, etc. and how to troubleshoot these occurrences
• Linux experience

About White Label Communications

White Label enables our Resellers to quickly and cost-effectively offer Hosted PBX, SIP trunking, and Unified Communication services in the cloud under your own brand. Too often than not, whether in the software, hardware, or service industry, the “Reseller” or “Channel” initiatives often lack focus and resources and are the revenue source of last resort. At White Label, we focus on nothing else. Our first, second, and third priority is the Reseller. Our team has spent their career on both sides of the industry; Reseller and Service Provider. Utilizing that knowledge, we have crafted an offering that anticipates the requirements to succeed as a reseller.

We believe that providing a quality service offering is just the beginning. For us and our partners to be successful we have to provide our partners with all the tools necessary and support required for them to assimilate a new service offering into their business. We also understand that to achieve this goal, we cannot view the providing of tools and support as a one-time event but rather an ongoing evolution that keeps our partners ahead of their competition.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Exton, PA 19341: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Helpdesk support: 2 years (Required)

Work Location: In person

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