U-Haul International Inc. is looking for a VoIP Support Specialist Intern to join our Voice Engineering & Operations Department. As the primary point of contact for customers seeking technical assistance, you will provide comprehensive technical support for all VoIP-related matters. You will promptly respond to inquiries from various channels, including chat, queues, email, and ticketing systems, addressing technical issues and ensuring timely and efficient resolutions.
As a Support Specialist, you must possess effective communication skills to comprehend customer inquiries and provide appropriate solutions. Furthermore, a customer-oriented and patient demeanor is crucial for this job role.
This internship will start February 3rd and will run for 10+ weeks.
Responsibilities:
Install and troubleshoot IP Phones at our mid-town campus
Install and troubleshoot Voice Software such as Attendant Console, Jabber, WebEx and other voice related software
Create trouble tickets for our Telecommunications Providers
MACD (Move, Add, Change, Delete) IP Phones and 3rd Party SIP Devices - On-Premises and Remote Locations
MACD End Users, Voicemail accounts, Directory Numbers, Translations and Route Patterns
MACD Configurations in our e911 system and Troubleshoot Un-provisioned calls
MACD Users and Permissions in our Report Server and be able to run basic reports
MACD Dialed Numbers using Configuration Manger
MACD Agent Teams and Skill Groups in Contact Center Management Portal
MACD Devices, Users and Permissions in our Call Recording Platform
MACD Ring Groups, Hunt Groups and Call Pick-up Groups
Be able to troubleshoot all the above responsibilities
Duties:
Monitor Team Email, Team Channel and Ticket System
Answer Incoming calls in a phone queue from our Field Locations, Mid-Town Campus and remote agents.
Complete incoming tickets from our Ticket System
Respond to the team email inbox and create tickets if necessary
Basic Qualifications:
Computer proficiency, including familiarity with email, word processing, spreadsheets and data entry
Problem-solving skills to address customer technical inquiries or issues
Ability to handle multiple tasks simultaneously, such as answering calls, responding to emails, and managing customer inquiries
Able to work Weekends and Holidays when needed
Genuine interest in helping and assisting customers
Willingness to seek assistance and escalate issues when necessary
Ability to understand and empathize with customer concerns
Ability to effectively communicate with customers and colleagues
Willingness to learn new processes and systems
Adherence to company policies and ethical standards
Preferred Qualifications:
1-Year of Customer Service and or Technical Support Experience
Basic understanding of computer hardware and software, computer networks and operating systems
Effective problem-solving skills to diagnose and resolve technical issues
Familiarity with remote support tools and the ability to assist users remotely
Experience or familiarity with ticketing systems used for tracking and managing support requests
Ability to handle multiple support tickets and prioritize tasks effectively
Patience and empathy when dealing with users experiencing technical issues
Willingness to engage in continuous learning to stay updated on new technologies and support processes
Perks of joining the U-Haul fleet:
Get your career moving with a company who empowers team members to the healthiest version of themselves! We provide robust wellness benefits, events, and resources to help team members becomes the happiest and healthiest they can be.
U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.