Job Title: VoIP Telecom Lead – Customer Service
Department: Telecommunications ISP/VOIP
Location: Lutz, FL
Job Type: Full-Time

POSITION SUMMARY:

The VoIP Telecom Lead – Customer Service is responsible for leading a team of support representatives who provide high-quality technical support and customer service for VoIP (Voice over IP) and telecom systems. This role serves as the primary escalation point for complex issues, ensures customer satisfaction, and assists with onboarding, training, and ongoing improvement of service desk procedures. The Lead works closely with engineering, project management, and sales teams to ensure smooth client experiences.

REQUIRED QUALIFICATIONS:

• 3+ years of experience in VoIP/telecommunications customer support.
• 1+ years in a team lead, supervisor, or mentoring role.
• Strong knowledge of VoIP protocols (SIP, RTP), IP networking, and voice systems.
• Hands-on experience with cloud-based VoIP platforms (e.g., Asterisk, 3CX, RingCentral, BroadSoft, FreePBX).
• Excellent interpersonal, written, and verbal communication skills.
• Demonstrated ability to de-escalate situations and maintain professionalism under pressure.
• Familiarity with ticketing systems (e.g., Zendesk, ConnectWise, ServiceNow) and CRM platforms.
• Strong organizational skills and the ability to manage multiple priorities.
• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Relevant certifications (e.g., CompTIA Network+, SIP School, VoIP specialist) a plus.

PREFERRED SKILLS:

• Knowledge of networking hardware, VLANs, firewalls, and QoS configurations.
• Experience with remote troubleshooting tools and VoIP monitoring systems.
• Familiarity with telecom regulations and 911 compliance requirements.
• Spanish or bilingual language skills (if applicable to customer base).

EXPERIENCE:

• VoIP: 2 years (Required)
• Management: 2 years (Required)
• Customer service: 2 years (Required)

• Serve as a subject matter expert (SME) on VoIP systems and lead the customer support team in resolving issues.
• Monitor ticket queues, prioritize customer issues, and ensure timely resolution of technical problems related to VoIP/telephony services.
• Handle escalated service tickets and complex customer concerns, providing both technical troubleshooting and customer-facing communication.
• Assist in configuring, provisioning, and supporting hosted PBX, SIP trunks, VoIP endpoints, and unified communications platforms.
• Maintain service documentation, user guides, and internal troubleshooting knowledge base.
• Collaborate with network and VoIP engineers to resolve network-related voice quality issues.
• Provide leadership and mentorship to the support team; conduct regular training and skill development.
• Track KPIs and support metrics; provide performance feedback and suggest process improvements.
• Participate in client onboarding and installations, ensuring a smooth transition to production.
• Communicate effectively with clients regarding service status, updates, and resolutions.