Job Summary

The Telecom / Voice Support Technician will provide advanced technical support and troubleshooting for complex issues related to phone systems, including VoIP and traditional setups. The role involves diagnosing and resolving escalated problems, performing in-depth analysis, and offering solutions that ensure system reliability and performance. The Telecom / Voice Support Technician will collaborate with Level 1 support staff and other technical teams, handle customer inquiries, and assist with system upgrades and maintenance. Strong analytical skills, a deep understanding of phone system technologies, and effective communication are essential for delivering high-quality support and maintaining client satisfaction.

Duties/Responsibilities

• Provide remote and onsite support of IP telephony, network, and data systems.
• Assist with troubleshooting support tickets escalated from Tier 1 Support including diagnosis of hardware and software issues.
• Travel to customer sites to further troubleshoot issues or replace equipment when necessary. 
• Phone system and network administration and programming. 
• Participate in Telephone/Data system design meetings, work with Engineering, end users, and other internal and external groups to understand the project requirements and meet deadlines.
• Perform other duties as assigned.

• Strong analytical and problem-solving skills.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.
• Must have a clean driving record and be able to pass a background check.

Education and Experience

• Degree or certification in General IT/Computer field, or equivalent experience.
• Experience in the Telecom industry preferred, with specific experience in IP Telephony, Data Switch, and Router programming.
• Working knowledge of telephony technologies such as SIP, Avaya IP Office, and 3CX is desired but not required.
• Experience with paging systems and peripheral equipment, including amplifiers, speakers, horns, paging adaptors, and door boxes.
• Proficiency in installing, tracing, testing, and terminating CAT 5E/6/6E and Coax cable.
• Knowledge of Tip & Ring, cross-connecting, and testing dial tone in phone systems and analog devices like fax machines, alarm panels, and elevators.
• This position requires the Networking 4 VVoIP Certification. (Applicable course and associated tests will be provided by OneCloud).
• This position requires the SSVVP® Certification. (Applicable course and associated tests will be provided by OneCloud and can be reviewed at the following weblink https://www.thesipschool.com/courses/view).

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• Must be able to climb ladders and work aloft.
• OneCloud’s Support team is a 24/7/365 operation. Employees must be willing and able to work non-standard hours and perform on-call duties, including evenings, overnight, holidays, weekends.

Benefits 

• Comprehensive Benefits (Health, dental, vision, and retirement plans) 
• Competitive Salary with performance-based incentives
• Innovative Environment

Job Summary

OneCloud seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. This position is an in-office workspace, located in Charlotte, NC. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products.

Duties/Responsibilities

• Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
• Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
• Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently.
• Continuously track the entire lifecycle of assigned tickets to guarantee resolution.
• Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:

          - Password resets

          - Basic Windows support

          - Phone system programming

          - Network troubleshooting

          - Mobile App assistance

          - Software installation and removal

          - Diagnosing Hardware and Software issues

          - Remote troubleshooting and assistance

          - Referrals to sales for solution upsells if identified

• Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment.
• Work with proper teams to communicate ongoing problems and issue resolutions.
• Perform other duties as assigned.

• Strong analytical and problem-solving skills.
• Capacity to swiftly and effectively acquire new skills.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.

Education/Certifications and Experience

• Degree or certification in General IT/Computer field, or equivalent experience.
• Entry-level Networking experience.
• Familiarity of UCaaS and CCaaS.
• Zoho (or CRM/ERP) working knowledge.
• Previous Customer Service experience.
• This position REQUIRES a passing score on the SSCA® Networking Certification test (course and associated tests will be supplied by OneCloud and can be reviewed at the following web link https://www.thesipschool.com/courses/view).

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or long hours in case of network malfunction.
• This is not a remote position.

Benefits

• Comprehensive Benefits (Health, dental, vision, and retirement plans)
• Competitive Salary with performance-based incentives
• Innovative Environment

Job Summary

OneCloud Sales Engineers serves as a liaison in the sales process between sales teams, customers, and engineers. bridges the gap between our technical products/services and customer needs, using their technical expertise to understand and address customer requirements, ultimately leading to sales. 

Duties/Responsibilities:

• Execute product demonstrations for prospects and clients, showing how our solutions can empower their businesses.
• Consult with existing and potential clients to assess and understand equipment needs and systems requirements.
• Review technical specifications of quoted systems; confer with engineers to ensure that customer needs are met, which may include product modifications.
• Draft technical presentations, other documentation, and materials that explain products and services to customers and prospective customers.
• Provide expertise, training, and support to sales teams to communicate products, services, and client needs.
• Recommend improved products to customers and explain the benefits of changes.
• Provide support to customers and resolve problems with installed equipment.
• Secure and renew orders and arrange deliveries.
• Assist with research and development of new products.
• Perform other duties as assigned.

 Required Skills/Abilities:

• Excellent presentation skills
• Excellent verbal and written communication skills.
• Excellent sales and customer service skills with a proven ability to explain technical products to non-technical audiences.
• Ability to apply engineering, technology, or other related principles to product sales.
• Excellent organizational skills and attention to detail.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree in Engineering or related field or record of equivalent experience.
• At least five years of relevant experience are required, preferably in technology, managed services, VoIP, or a related field.
• Must have a valid driver’s license and acceptable driving record.
• Must be willing to undergo background and reference checks.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time. 
• Travel to meet with clients or potential clients will be required.

Company Perks & Benefits

• Opportunity to shape and enhance sales strategies in a rapidly growing UCaaS industry.
• Work with a dynamic and high-performing sales and marketing team.
• Competitive salary, benefits, and career growth opportunities.

Keywords:

UCaaS, Telephony, PBX, Cloud, Business Phone Systems, VoIP, Hosted Phone Systems, Conferencing, Structured Cabling, Infrastructure, Paging, White noise, Wound masking, Voice Over IP, SIP Trunks, Multi-site Solutions, IT Project Management, Telecom, 3CX, Comdial, Avaya, GenVox, OneCloud, Voice, Networking, Network Security, Cell booster, Telecom expense management, Consulting, Nortel, Vertical, Digium.

OneCloud’s Project Manager-Technical Systems Developer is a full-time position reporting to Program Operations Manager. This hybrid role requires both strategic oversight of cross-functional projects and hands-on development of tools and systems to support internal teams. We are seeking a highly organized and technically skilled professional to oversee project management initiatives and develop internal systems that improve workflow and operational efficiency.

Duties/Responsibilities

Project Management (50%):

• Lead and coordinate cross-departmental projects from initiation through execution and delivery.
• Define project scopes, goals, timelines, deliverables, and resources.
• Facilitate regular check-ins, stakeholder updates, and post-project reviews.
• Identify and mitigate project risks, bottlenecks, and dependencies.
• Maintain detailed project documentation and use project management tools (e.g., Asana, Jira, Trello).

Internal Systems Development (50%):

• Design, develop, and maintain internal tools, automations, and dashboards to support business operations (e.g., using Python, SQL, or low-code platforms).
• Work closely with departments (HR, Finance, Sales, etc.) to understand workflows and pain points.
• Integrate APIs and third-party platforms to streamline data flow and reporting.
• Ensure all internal systems are secure, scalable, and well-documented.
• Provide training and support for internal users of new tools or systems.

• Bachelor’s degree in computer science, Engineering, Information Technology, or related discipline.
• 3–5 years of experience in project management, systems development, or a related role.
• Proficiency in programming or scripting languages (e.g., Python, JavaScript, SQL, or low-code platforms).
• Experience with databases and internal tools/platforms (e.g., Airtable, Zapier, Notion, Salesforce).
• Strong understanding of software development practices and project management methodologies (Agile, Scrum, or Waterfall).
• Excellent communication, organization, and stakeholder management skills.

Preferred Qualifications:

• PMP, CAPM, or other project management certifications.
• Experience with business intelligence tools (e.g., Power BI, Tableau).
• Familiarity with IT security best practices.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Benefits

• Comprehensive Benefits (Health, dental, vision, and retirement plans)
• Competitive Salary with performance-based incentives
• Innovative Environment

Implementation Onboarding Specialist, you will play a key role in setting up new customers for long-term success by guiding them through the initial phases of adopting our SaaS product. Your responsibilities will involve managing the onboarding process, ensuring that customers are fully trained, and that their implementation aligns with their goals. The ideal candidate has a passion for helping customers, a strong technical aptitude, and excellent communication skills. While Onboarding/Implementation Specialist typically work in an office setting, they often travel to conduct meetings and demonstrations for clients.

To be successful in this role, you will need to be highly organized, self-motivated, able to work on tight deadlines, be competent in using Microsoft Office applications such as Word and Excel, and have exceptional verbal, written, and presentation skills.

Responsibilities:

• Manage and coordinate the onboarding  process for new customers from start to finish, ensuring a seamless experience.   This includes initial setup, data import, and configuration based on customer requirements.
• Conduct training sessions to educate customers on product features, best practices, and usage strategies to maximize product adoption and ROI.
• Collaborate with customers to understand their business goals and map out an implementation plan to ensure our SaaS  solution meets their needs.
• Provide customers with relevant resources, documentation, and support materials to foster self-sufficiency and better user experience.
• Work closely with the Support and Product teams to resolve customer issues during onboarding, escalating when necessary, and ensuring timely follow-up.
• Track customer onboarding progress, product adoption, and satisfaction metrics; report findings to the team to drive continuous improvement.
• Collect and communicate customer feedback to internal teams, especially the Product and Customer Success teams, to      inform product improvements and feature requests.
• Partner with Sales, Customer Success, and Product teams to facilitate smooth transitions and improve overall customer experience.
• Develop and refine onboarding documentation, training materials, and processes to enhance the onboarding experience.

• 2+ years in a customer-facing role, preferably in SaaS onboarding, customer success, or support.
• Experience with SaaS platforms and an ability to quickly learn and explain complex software.
• A strong desire to help customers achieve success and the ability to handle challenging situations with empathy and professionalism.
• Ability to manage multiple onboarding projects simultaneously with excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Resourceful, solution-oriented approach to addressing customer issues during the onboarding process.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, ChurnZero, Zoho) and project management software (e.g., Jira, Asana) is a plus.

Education and Experience: 

• Bachelor’s degree in business, Communications, Information  Technology, or related field.
• Experience with training or creating customer resources, such as  help articles and training videos.
• Familiarity with Agile/Scrum methodologies.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Willing and able to travel to client locations.
• A valid driver’s license and good driving record.

Benefits:

• Comprehensive Benefits (health, dental, vision, and retirement plans)
• Competitive Salary
• Innovative Environment