Tier 1 VoIP & Hospitality Support Specialist

Job description

Position Overview As a Tier 1 – VoIP & Hospitality Support Specialist, you will serve as a critical part of our customer support and technical operations team. This role is heavily focused on providing day-to-day support to customers within the hospitality industry by handling service requests, troubleshooting issues, and ensuring timely resolution of support tickets. You will act as the front line of communication for customer support, answering incoming phone calls in a professional and timely manner while delivering exceptional customer service. As the first point of contact for customers, you will assist with troubleshooting VoIP and hospitality-related technical issues, provide updates on open requests, and ensure all customer concerns are accurately documented and properly escalated when necessary. Most daily responsibilities will revolve around managing customer tickets, handling support requests, resolving technical issues remotely, and maintaining strong communication with customers throughout the resolution process. While some hardware preparation and configuration work may be required, the primary focus of this role is customer support, issue resolution, and ticket management. Key Responsibilities Serve as the initial point of contact for customers seeking technical assistance via phone, email, ticketing system, or chat Answer incoming support calls in a professional, timely, and customer-focused manner Adhere to company SLAs and response time requirements for incoming support requests Monitor systems for faults, outages, alarms, errors, and overall health of customer equipment, core infrastructure, and ancillary services Troubleshoot VoIP, hospitality, and networking-related technical issues remotely Provide excellent customer service by actively listening to customers, understanding concerns, and communicating solutions clearly and professionally Document all customer interactions, troubleshooting steps, and resolutions in a clear, detailed, and organized manner Escalate complex or critical issues to the Support Team Leader or higher-tier support teams while ensuring accurate and timely handoff Triage support tickets and incidents based on severity, visibility, operational impact, and customer status Maintain communication with customers throughout the lifecycle of a ticket or issue Collaborate with internal teams to improve support processes, workflows, and customer experience Stay current with company products, hospitality technologies, VoIP systems, and industry trends Create and maintain documentation, knowledge base articles, and Wiki-based training/reference materials Assist with basic system preparation, provisioning, or configuration tasks as needed Perform other duties and responsibilities as assigned from time to time Required Qualifications Strong English communication skills — both written and verbal — are required Minimum of 2 years of experience in a technical support, help desk, NOC, or customer support role Experience in telecommunications, VoIP, networking, or hospitality technology environments is required Strong troubleshooting and problem-solving skills with excellent attention to detail Ability to professionally handle inbound customer calls, support tickets, and technical issues in a fast-paced environment Familiarity with VoIP technologies, SIP, networking fundamentals, and remote troubleshooting methodologies Ability to prioritize, triage, and manage multiple tickets and customer requests simultaneously Excellent documentation skills with the ability to clearly document troubleshooting steps, resolutions, and customer interactions Ability to work under pressure and adapt to shifting priorities in a dynamic support environment Patience, empathy, professionalism, and the ability to remain composed during difficult customer interactions Strong sense of accountability, ownership, integrity, and reliability Ability to work independently with minimal supervision while also functioning effectively as part of a team Candidates must successfully complete the Sangoma FreePBX Essentials course within 5 days of employment as a condition of continued employment A Plus to Have Degree in Computer Science, Information Technology, Telecommunications, or a related field is desirable but not mandatory Familiarity with FreePBX software applications and VoIP/PBX environments Basic knowledge of Linux systems and Linux command line utilities Familiarity with Wireshark or other packet capture and troubleshooting tools Basic understanding of networking concepts such as VLANs, DHCP, routing, switching, and firewall fundamentals Strong understanding of the OSI (Open Systems Interconnection) model and general network communication principles Experience with hospitality technology or hotel support environments Experience using ticketing systems, monitoring systems, or remote support tools Network+ and/or Cisco Systems CCNA certifications are highly desirable; candidates with valid certifications will receive priority consideration Working hours All hours are in USA Eastern Standard Time One of these staggered shifts, as needed and determined by the Support Team lead. All efforts will be made to accommodate and to keep the schedule as consistent as possible. Monday to Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM 2 small 15-minute breaks per shift 1 Lunch break of 1 hour per shift Working Environment and Personal Presentation Candidates are expected to maintain a professional remote working environment and workstation suitable for customer-facing technical support operations. Workstation Requirements Candidates must have a desktop or laptop computer in good working condition capable of running required company software, including: OpenVPN and/or WireGuard VPN software VMware Carbon Black antivirus Hubstaff HR/time tracking software Google Chrome Browser Sangoma Softphone and other VoIP softphone applications Equipment Requirements Good quality USB headset with noise-cancelling microphone Good quality webcam (camera-on participation is mandatory during meetings) Second monitor required Work Environment Expectations Clean, organized, and professional workspace Quiet environment free from excessive background noise No recurring disturbances from traffic, family members, televisions, music, pets, or outdoor noise Reliable power backup during outages is highly preferred Technical Requirements Reliable desktop or laptop computer (Windows 10 or higher preferred) Minimum 8GB RAM Stable fiber internet connection with minimum 20Mbps download and 20Mbps upload speeds WiFi, mobile hotspots, LTE, or shared wireless connections are not accepted as primary internet connections Professional Presentation As this is a customer-facing role at times, candidates are expected to maintain a professional appearance and presentation during meetings and customer interactions. Required Before the Interview Please provide the following prior to your interview: Computer Specifications Processor (CPU) Installed RAM Operating System Internet Speed Test Run a speed test using: Speedtest by Ookla Please submit a screenshot showing: Download speed Upload speed Ping/Latency IMPORTANT: READ this before the interview Link and answer the questions Here Core Values GrayMatter Networks prides itself on adhering to our core values, no matter if we are interacting with customers, with each other, or with vendors. Every person and entity that comes into contact with the GrayMatter team must embrace and put these values into practice. About GrayMatter Networks GrayMatter Networks is a leading innovator in hospitality communication systems, specializing in advanced VoIP and hotel technology solutions. Our flagship platform, BrainBox, delivers powerful, reliable, and flexible communication systems designed specifically for the hospitality industry. We are passionate about providing technology that exceeds expectations while upholding our core values of ownership, integrity, loyalty, and exceptional customer service. We are seeking motivated, tech-savvy individuals who thrive in fast-paced environments and enjoy solving problems while helping customers succeed.