Tier 1 VoIP, Hospitality Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $800 - $1k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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FGC+

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🏥 Healthcare

📦 Logistics

✈️ Travel

Healthcare • Logistics • Travel

FGC+ is a business process outsourcing (BPO) firm that provides fully managed support teams for billing, accounting, logistics, scheduling, customer service, technical support, data management, and medical support. They recruit, train, and manage staff to deliver scalable back-office operations, workforce management, quality assurance, and client services across industries such as e-commerce, healthcare, travel, insurance, real estate, telecommunications, and tech. FGC+ operates from a U. S. headquarters with delivery centers in the Philippines and emphasizes compliance, data security, and long-term partnerships to drive operational excellence and sustainable growth.

📋 Description

• Serve as the initial point of contact for customers via phone, email, ticketing system, or chat • Answer incoming support calls professionally and promptly • Adhere to company SLAs and response-time requirements • Monitor systems for faults, outages, alarms, errors, and overall health of customer equipment and infrastructure • Troubleshoot VoIP, hospitality, and networking issues remotely • Listen to customers, understand concerns, and communicate solutions clearly • Document customer interactions, troubleshooting steps, and resolutions • Escalate complex or critical issues to the Support Team Leader or higher-tier teams • Triage tickets and incidents by severity, visibility, operational impact, and customer status • Maintain customer communication throughout the ticket lifecycle • Collaborate with internal teams to improve support processes and customer experience • Stay current with company products, hospitality technologies, VoIP systems, and industry trends • Create and maintain documentation, knowledge base articles, and Wiki training/reference materials • Assist with basic system preparation, provisioning, or configuration tasks • Perform other assigned duties

🎯 Requirements

• Strong English communication skills — both written and verbal — are required • Minimum of 2 years of experience in a technical support, help desk, NOC, or customer support role • Experience in telecommunications, VoIP, networking, or hospitality technology environments is required • Strong troubleshooting and problem-solving skills with excellent attention to detail • Ability to professionally handle inbound customer calls, support tickets, and technical issues in a fast-paced environment • Familiarity with VoIP technologies, SIP, networking fundamentals, and remote troubleshooting methodologies • Ability to prioritize, triage, and manage multiple tickets and customer requests simultaneously • Excellent documentation skills • Ability to work under pressure and adapt to shifting priorities • Candidates must successfully complete the Sangoma FreePBX Essentials course within 5 days of employment as a condition of continued employment • Degree in Computer Science, Information Technology, Telecommunications, or a related field is desirable but not mandatory • Familiarity with FreePBX software applications and VoIP/PBX environments • Basic knowledge of Linux systems and Linux command line utilities • Familiarity with Wireshark or other packet capture and troubleshooting tools • Basic understanding of VLANs, DHCP, routing, switching, and firewall fundamentals • Strong understanding of the OSI model and general network communication principles • Experience with hospitality technology or hotel support environments • Experience using ticketing systems, monitoring systems, or remote support tools • Network+ and/or Cisco Systems CCNA certifications are highly desirable • Professional remote working environment and workstation • Desktop or laptop capable of running OpenVPN and/or WireGuard, VMware Carbon Black, Hubstaff, Google Chrome, and Sangoma Softphone • Good quality USB headset with noise-cancelling microphone • Good quality webcam; camera-on participation is mandatory during meetings • Second monitor • Clean, organized, professional, and quiet workspace • Reliable desktop or laptop computer; Windows 10 or higher preferred • Minimum 8GB RAM • Stable fiber internet with minimum 20Mbps download and 20Mbps upload speeds • WiFi, mobile hotspots, LTE, or shared wireless connections are not accepted as primary internet connections • Professional appearance and presentation during meetings and customer interactions • Submit computer specifications and internet speed test screenshot before interview • Ability to work USA Eastern Standard Time staggered shifts, Monday to Friday, 8:00 AM–5:00 PM or 9:00 AM–6:00 PM

🏖️ Benefits

• 2 small 15-minute breaks per shift • 1 lunch break of 1 hour per shift • Remote working arrangement • Schedule consistency efforts and shift accommodation where possible