We are looking for a Level 1 Customer Service & Operations Analyst to join an operations team supporting SIP/VoIP services. This role combines frontline customer support, basic technical troubleshooting, and operational tasks such as number porting.
You will act as the first point of contact for customers, resolving routine issues, handling operational processes, and escalating more complex cases to higher-level support teams. This is an ideal role for someone looking to grow within technical support or telecom operations.
Your duties
Provide Level 1 technical support for SIP/VoIP services, including troubleshooting call quality, connectivity, and configuration issues
Gather diagnostic data and perform basic checks using internal systems and tools
Escalate complex technical issues to Level 2 or engineering teams
Process standard number porting requests following defined workflows and SLAs
Communicate with customers regarding porting status and required information
Maintain accurate records of porting and operational activities
Act as the first point of contact for customer inquiries and support requests
Manage and respond to tickets in ticketing systems within agreed timeframes
Perform routine account checks and identify potential issues
Follow internal processes and contribute to improving workflows and documentation
Support compliance-related documentation and operational procedures
Participate in shift schedules and support business hours coverage
Requirements
1+ years of experience in customer service, helpdesk, or operations roles
Strong communication and customer service skills
Basic understanding or interest in VoIP/SIP or telecommunications
Ability to troubleshoot and follow technical procedures
Familiarity with ticketing systems, CRM tools, or support platforms
Strong attention to detail and ability to manage multiple tasks
Willingness to learn and work in a fast-paced environment
