Location: 2727 N Central Ave, Phoenix, Arizona 85004 United States of America 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 Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team. U-Haul is an equal opportunity employer. All applicants 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.