At Vantage Unified Communications, we’re redefining how organizations communicate. We’re looking for a Customer Service Representative - Tier 1 who will serve as the first point of contact for our customers, ensuring a smooth, professional experience every time. You’ll be the voice of Vantage helping resolve customer issues, coordinating with internal teams, and making sure nothing falls through the cracks.
What You’ll Do:
- Serve as the Primary Customer Contact - Act as the frontline liaison between customers and internal teams including provisioning engineers, carrier services, and partner support.
Impact: Ensure seamless communication and issue resolution, reducing Tier 2 escalations by 20% and enhancing customer experience.
- Deliver Responsive Multichannel Support - Handle incoming support inquiries via phone and email, triage requests, and provide real-time updates on ticket status.
Impact: Boost customer satisfaction and first-call resolution rates through proactive, professional service.
- Manage Workload Prioritization - Monitor overall customer workload versus internal support capacity to set realistic expectations and timelines.
Impact: Increase transparency and reduce missed service windows, strengthening customer trust.
- Support Onboarding and Provisioning - Assist with the implementation and provisioning of new customer services during onboarding phases.
Impact: Accelerate deployment cycles and minimize setup errors, ensuring a smooth customer transition.
- Maintain Accurate System Records - Enter, track, and manage customer work orders in the Vantage View ticketing and billing system.
Impact: Improve operational accuracy and reduce invoice disputes by 15% through clean documentation and billing inputs.
- Document All Customer Interactions - Log service details and actions taken for every support case, ensuring visibility across teams.
Impact: Enable efficient follow-ups and maintain service continuity across shifts and departments.
- Coordinate with Field Service Partners - Communicate with third-party service providers to monitor order statuses and facilitate issue resolution.
Impact: Shorten turnaround times on external support requests and enhance service reliability.
- Drive Ongoing Customer Satisfaction - Provide continuous status updates, follow-ups, and clear communication throughout the service lifecycle.
Impact: Sustain high Net Promoter Scores and long-term customer loyalty through consistent and empathetic support.
What You’ll Bring:
- 1+ year of experience in Level 1 helpdesk support for phone users (voicemail, feature setup).
- 1+ year of support experience with desktop PCs and software applications.
- Background in telecommunications systems including PBX, VoIP, and voicemail administration.
- Familiarity with voice/data network services: ISP, MPLS, DID, and network hardware like routers, switches, and firewalls.
- Strong verbal and written communication skills, attention to detail, and a customer-first mindset.
- Bachelor’s degree in information technology or other
It would be nice if:
- COMPTIA+ certification preferred.
- Experience with Jira preferred.
Benefits & Perks:
- Medical, Dental, and Vision Insurance
- 401(k)
- Life Insurance
- Short-Term and Long-Term Disability
- Legal and ID Theft Protection
- Pet Insurance
- Accident Insurance
- Critical Illness Insurance
- Tuition Reimbursement and paid training
Equal opportunity employment
There's one more, very important thing. We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply. We hope you can join us.