Vantage Unified Communications

Help Desk, Tier 1 (Telecom)

Langhorne, Pennsylvania
Work Type: Full Time

Customer Support Representative – Tier 1


Vantage Unified Communications is seeking a CSR – Tier 1 to provide the principal operational interface between the customer and Vantage, coordinating as necessary with internal Vantage support personnel (such as provisioning engineers, premise support engineers, carrier services, and Partner support teams). This process includes taking customer calls (phone calls and email-originated tickets), analyzing the customer request, and determining how to address the customer request.

Key Responsibilities Include (but not limited to):


  • Provides direct customer interaction by telephone and e-mail, providing ongoing communication to the customer regarding status and actions of any work requested by the customer
  • Remain aware of current overall customer workload vs. available resources in order to estimate and communicate an accurate customer expectation regarding the completion of the requested task(s).
  • Assists with new customer implementation and provisioning as requested.
  • Inputs work orders into the Vantage View, our internal web-based customer ticketing & billing system
  • Documents all customer interaction and requested/performed work in the Vantage View ticketing system and assists with proper billing input
  • Communicates with Partner field service organizations regarding the status of all orders being worked by the outside support team(s)
  • Ensures customer satisfaction & maintains a high-level of customer communication

Qualifications, Skills and Abilities:


  • 1-year experience in providing ‘level 1’ helpdesk support activities for phone users, including but not limited to; feature/functionality operation and voice mail
  • 1-year experience in providing ‘level 1’ helpdesk support activities for desktop (PC and application) services
  • 1-year experience with telecommunications systems (PBX with related peripherals or VoIP systems) management, provisioning, and/or administration
  • Working knowledge of VoIP/PBX/voice mail systems operations, feature functionality, feature operation, station implementation
  • Familiarity with ‘voice’ and/or ‘data’ network services; ISP, MPLS, DID, LAN/WAN equipment (router, switches, firewall)
  • Associates degree or relevant technical certification preferred

Benefits & Perks: 


  • Vantage Unified Communications offers a competitive salary and bonus plan
  • Company benefits program including Medical, Dental, Vision, Short/Long-Term Disability, Life Insurance, ID Theft Protection, 401K, Tuition Reimbursement, etc.
  • Paid Training
  • Laptop/Technology required to perform the required duties
  • Business expense reimbursement
  • Professional career advancement opportunities.

Company Information:

Vantage Unified Communications <> is a hosted communications services provider, currently focusing on serving the SMB marketplace within the United States. Vantage uses its own technology and applications to present a communications toolset, which features a robust roster of telephony features and functions, call center services, web-based communications tools, and CRM services. Vantage places an emphasis on providing live, enthusiastic, personal support to ensure that users realize the full value of the services and tools provided. The combination of our hosted tools and high-touch support model uniquely positions Vantage for success as we empower our customers to Communicate More ... and Expect More.

Vantage Unified Communications is an Equal Opportunity Employer

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