VoIP Service Coordinator
(Full Time – Salary Position)

Job Description/Responsibilities: CyberLynk is currently seeking a Service Coordinator for our growing Voice Over IP (VoIP) department. With our managed and unmanaged Hosted Phone System services growing, this position provides a knowledgeable and welcoming first point of contact between our engineering team and our resellers and product end users.

The VoIP Service Coordinator will be responsible for the following:

  • Initial triage of incoming phone and email service requests
  • Perform basic diagnostic evaluation and resolve simple technical issues
  • Refer issues that are not resolved by initial diagnostics to the appropriate technical team for resolution
  • Collect and document customer requirements for business phone system configuration
  • Assist the engineering team with scheduling, data entry, project tracking, and general administrative tasks
  • Facilitate internal and external administrative needs, including:
    • Collect, submit and track number porting between carriers
    • Customer & service entry into billing system
    • Routine auditing / reconciliation tasks
  • Communicate project status information to customers and other internal departments

Job Requirements:

  • 2-3 years of experience in an administrative assistant or support staff role in a fast-paced environment
  • 1+ years of technical support experience or equivalent education in an IT related discipline
  • High School Diploma or equivalent 
  • Professional phone demeanor
  • Strong judgement, particularly the ability accurately triage the relative priority of service requests and respond with appropriate urgency
  • Excellent written and verbal communication skills
  • Organized and attentive to details and deadlines
  • Intermediate to advanced skills in document design, spreadsheet-fu, etc.
  • Able to work independently and well on a team
  • Creative thinking and ability to ‘think outside the box’ are ESSENTIAL
  • Broad exposure to a variety of technical support processes 
  • General understanding of multi-line telephone system concepts

Attitude & Work Ethic:

  • Possess a positive, proactive attitude
  • Excellent problem solver
  • Strong technical orientation
  • Able to think clearly in stressful situations
  • Ability to logically troubleshoot
  • Ability to multitask
  • Ability to develop, document, and follow internal procedures
  • Ability to thrive in a fast-paced environment
  • Be able to provide a clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps
  • Have a strong organization and prioritization skills, including pro-active tracking of open issues
  • Strong communication skills both written and oral, including remote customer support and through the use of the telephone and ticket system
  • The ability to pick up on new tech as it develops, and be eager to do so
  • The know how to “Google” an issue and solve it by trying first before asking for help
  • The wherewithal to know if something is out of your scope of knowledge, and be willing to reach out for help

Job Desirables (Preferred):

  • Inbound call center experience
  • Project management experience
  • Advanced spreadsheet/data skills

If you are a team player that thinks outside of the box; if you are motivated, a self-starter, and can perform daily functions without supervision, CyberLynk is looking for you! Join a team that is shaping the way that Business Internet Services are provided in the Midwest. Based on the concept of building relationships and providing solutions, the CyberLynk team continues to be very successful.

CyberLynk offers a competitive salary, 401K matching, 100% company paid health care premiums, comprehensive benefits package, and virtually unlimited advancement opportunity. CyberLynk also offers the opportunity for talented individuals to grow in an entrepreneurial environment.

CyberLynk is locally owned and operated and is an equal opportunity employer.