UCaaS Help Desk Support Representative

Position

UCaaS Help Desk Support Representative

Organization

Vatic Outsourcing

Classification

Exempt

Reports to

Manager of Support and Resolution Team

Summary

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.

Levels

Support Specialist, Sr. Support Specialist

Essential Functions and Qualifications

• Technical expertise in UCaaS and cloud-based communication platforms.
• 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.
• Proficiency with Microsoft Office, particularly Excel, for data management and reporting.

Preferred Competencies

• 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

Major Duties and 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.

Skills and Abilities

* Ability to diagnose, articulate, and provide solut...