Commercial VoIP Support Specialist

Job Location:

Greater St. Louis - O Fallon, MO 63368,

Job Title:

Commercial VoIP Support Specialist

Location:

O’Fallon, MO

Start Date:

Immediate

Gateway Fiber is seeking an outstanding individual to fill the role of Commercial VoIP Support Specailist. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway believes that people want to know they are cared for both professionally and personally  need a clear vision of where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision.

We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.

• Own voice orders from post-sale handoff through installation and closeout. Validate sales handoff information, confirm the ordered services and customer contacts, and resolve missing or inconsistent details with the appropriate teams.
• Lead customer discovery and collect complete call-flow requirements, including users and extensions, call routing, business hours, voicemail, auto attendants, and ring groups. Document and confirm the intended configuration with the customer.
• Create and maintain secure, organized customer folders containing order details, call-flow documentation, porting records, implementation communications, and testing results. Keep documentation current and accessible to authorized internal teams.
• Serve as the primary customer contact during implementation, communicate next steps and customer responsibilities, and provide timely updates on progress, milestones, schedule changes, and issues.
• Track order status, dependencies, and blockers through installation. Coordinate with sales, technical teams, commercial order management, field technicians, and external providers to keep work aligned and elevate risks to timely completion.
• Manage number porting by collecting and validating letters of authorization (LOAs), customer service records (CSRs), and accurate telephone number lists. Coordinate carrier submissions, resolve discrepancies, confirm port dates, and communicate the transition plan so customers do not cancel existing service before porting is complete.
• Coordinate provisioning and readiness checks against the approved order and call flow. Confirm service, equipment, and customer readiness with the responsible teams, and schedule installation in alignment with customer availability and confirmed porting dates.
• Coordinate call-flow validation and customer acceptance testing ck issues to resolution, complete the handoff to commercial support team with current documentation, and close the order after confirming completion with the customer and internal teams.
• Troubleshoot and resolve problems across VoIP, fiber, fixed wireless, routing, switching, and related network services, coordinating changes with the responsible technical teams.
• Perform in-depth analysis using packet capture, signaling trace, and diagnostic tools.
• Collaborate with internal teams and external vendors and carriers to identify and resolve root causes of phone and network…