Job#: 3039971

Job Description:

Location: Mount Weather, Virginia (Onsite)

We are seeking a VOC Specialist to support video teleconferencing operations. This position involves scheduling and maintaining video conferences, providing first-tier customer support, and troubleshooting multi-vendor equipment. The role requires working alongside a team of customer engineers and telecom specialists in a client-facing environment and providing on-call support.

• Schedule, establish, and maintain Video Teleconference (VTC) schedules and facilitate periodic test calls.
• Provide customer interface, first-tier support, and troubleshooting for VTC sessions.
• Operate and troubleshoot multi-vendor equipment, including systems from Polycom, Cisco, and Pexep.
• Facilitate third-tier call-outs, including managing trouble tickets and supporting the installation and operation of VTC equipment.
• Provide on-call support as part of a 24x7 support structure, which may include responding to calls after standard hours.
• Perform local travel within Virginia for day or weekend trips as necessary.

Experience:

• Demonstrated customer service skills with a strong phone presence.
• Working-level experience with common desktop software (Windows) and Microsoft Applications such as Excel and Word.

Technical Skills:

• Knowledge of H.323, TCP/IP, and SIP protocols up to a Tier 2 troubleshooting level.
• Familiarity with operating and troubleshooting equipment from vendors like Polycom, Cisco, and Pexep.

• Certifications related to Poly, Cisco, or other IT fields are a plus.

• This is a full-time, onsite position at our facility, with parking available.
• The role requires availability for a 24x7 support schedule, with occasional overtime for emergencies.
• Candidates must be comfortable with occasional local travel and being contacted by the team after hours for support needs.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

VEVRAA Federal Contractor.
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.