Telephony Support Specialist

at  Borland Groover

COMPANY DESCRIPTION

Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!

POSITION SUMMARY

As a Telephony Support Specialist, you will play a critical role in providing technical assistance and support to internal stakeholders regarding communications services, applications, and equipment. You will handle inquiries, troubleshoot issues, and facilitate the resolution of problems related to IP-based telephony systems. This position requires excellent communication skills, strong problem-solving abilities, and a customer-focused mindset to ensure high levels of satisfaction and service quality.

GENERAL QUALIFICATIONS

• Proven experience in providing technical support or customer service in the telecommunications industry, preferably in a call center or helpdesk environment with contact center applications (Talkdesk and Zoom a plus).
• Understanding of telecom concepts, technologies, and protocols, including PSTN, VoIP, SIP, GSM, CDMA, LTE, and data networking fundamentals.
• Familiarity with artificial intelligence concepts such as natural language processing (NLP), machine learning (ML), and generative AI using large-language models (LLM).
• Proficiency in troubleshooting hardware, software, and connectivity issues related to telephony systems and communications infrastructure.
• Excellent communication skills, both verbal and written, with the ability to communicate technical information clearly and effectively to non-technical users.
• Strong problem-solving skills, with the ability to analyze issues, identify root causes, and implement effective solutions in a timely manner.
• Customer-focused mindset with a passion for delivering exceptional service and support to users of all technical proficiency levels.
• Familiarity with ticketing systems, CRM software, and remote support tools is desirable.

EDUCATION AND EXPERIENCE

• An associate degree in Information Technology, Telecommunications, or a related field is required. Bachelor’s Degree preferred.
• Certifications such as CompTIA A+, Network+, or equivalent are a plus.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to stand and walk for extended period of time.
• Ability to communicate in English.
• Ability to see within normal parameters.
• Ability to hear within normal range.
• Ability to use hands, arms and legs within specifications of the job.
• Must be able to lift up to 15 pounds at times.

Please refer the Job description for details