VoIP Technical Support Representative Job at Groove Technology Solutions, Salt Lake City, UT

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  • Groove Technology Solutions
  • Salt Lake City, UT

Job Description

Overview of the Role

We’re looking for a skilled and customer-focused VoIP Technical Support Representative to join our Customer Support Team. In this role, you’ll troubleshoot, support, and resolve technical issues related to VoIP systems and voice services. You’ll play a key role in ensuring our hospitality customers experience reliable and seamless communication technology.

What You’ll Do

  • Troubleshoot Voiceware and Connectware-based VoIP networks, including physical phones, Voiceware software, configuration changes, and new phone installs/programming
  • Support customers using Connectware, Voiceware, Mitel, or Ooma systems at the property or resident level
  • Diagnose call quality issues (jitter, latency, packet loss)
  • Support SIP trunking, call routing, and dial plans
  • Configure and troubleshoot call forwarding, voicemail, IVR, hunt groups, etc.
  • Collaborate with engineering or Tier 3 teams for complex problems
  • Guide customers through number porting and provisioning processes
  • Provide remote support through tools such as TeamViewer or AnyDesk
  • Deliver accurate product information and act as a knowledgeable resource for customers
  • Identify root causes of technical issues and provide timely, effective resolutions
  • Document interactions and resolutions in Salesforce with accuracy and detail
  • De-escalate customer concerns with professionalism and empathy
  • Collaborate with internal teams to ensure customer needs are met

What You Bring

  • Must Haves:
    • 2+ years of recent customer service and/or help desk experience
    • 2 - 5 + years of technical troubleshooting experience
    • Strong knowledge of VoIP systems, networks, or related technologies
    • Excellent communication skills, written, verbal, and interpersonal
    • Ability to multitask, stay calm under pressure, and resolve conflict professionally
    • Strong analytical and decision-making skills
  • Nice-to-Have:
    • Voiceware certification
    • Connectware certification
    • CompTIA Network +
    • Familiarity with networking and provisioning
    • 2 + years of experience in telecommunications
    • Experience with Winbox, Mikrotik, Grandstream, Asterisk, and/or Phybridge
    • Knowledge of phone blocks and general telephony infrastructure

Why You’ll Love It Here

  • Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
  • Wellness perks, including an on-site masseuse and mental health support
  • Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
  • Ongoing technical training and professional development
  • A culture that values innovation, growth, and having fun while doing it

Who We Are

We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.

Job Tags

Work at office, Remote work,

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