Voice Activations Representative

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

General Summary of Position:

Granite is currently seeking applicants for our Voice Activations team to support our voice related products and services (HPBX, SIP, ePOTS, RCFs, Epik). This individual will be responsible for contributing to the technical implementation of our IP voice services at customer locations, from strategic planning and order configurations through to turning up and troubleshooting IP voice services. We are looking for representatives preferably with experience in the VoIP technology space or relevant technical background willing to learn and excel in the field.

Duties and Responsibilities:

• Use internal system to run through activation queue
• Assist technicians and customers on the phone
• Handle escalation support for voice product activations both internally and to customers
• Troubleshoot services and devices in the field with customers and technicians
• Update configurations and/or order details to create successful turn up of services for customer
• Reconfigure Routers or equipment
• Required Qualifications:
• Technical background or desire to grow in technical field
• Strong organizational skills
• Ability to work independently and make judgement calls to resolve issues
• Ability to take direction and act upon it
• Demonstrative critical thinking and analytical problem-solving skills
• Strong verbal and written communication skills, ability to multitask
• Collaborative, Can-Do attitude
• Willingness to obtain government security clearance
• Solid work ethic

Preferred Qualifications:

• Understanding of Networking, TCP/IP, Routing, Switching
• Experience in customer facing technical support roles
• Ability to refine and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise.
• 1-2 years in a technical support related role, or equivalent experience
• Understanding of Networking, TCP/IP, Routing, Switching, SD-WAN
• Prior public trust P2 security clearance
• Bachelor's Degree in Computer Science, Network Design, Network Security, or related field
• Experience with coding and automation platforms such as Python, Javascript or similar

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