Commercial VoIP Support Specialist

Job Title:       Commercial VoIP Support Specialist

Location:       O’Fallon, MO

Start Date:    Immediate 

About Gateway: 

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’s Beliefs About People: 

Gateway believes that people want to know they are cared for both professionally and personally at work. We 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.   

Expected Outcomes and Requirements:

Gateway is hiring a VoIP Support Specialist to combine advanced technical support for complex telecom and network-related issues within Gateway Fiber’s ISP environment with ownership of voice implementation coordination from post-sale through installation, including number porting. As a key member of the customer service team, you'll play an integral role in maintaining Gateway's industry-leading customer service standards while supporting our mission to add 100,000 residential and business passings per year. The Commercial VoIP Support Specialist is expected to contribute in the following significant ways: 

• 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 escalate 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 at installation. Track 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 issues.
• Participate in outage response and incident management, ensuring accurate communication and timely resolution.
• Document troubleshooting steps, processes, and solutions for use across the support team.
• Recommend process improvements for monitoring, escalation, and service reliability, and implement approved improvements in coordination with the appropriate teams.
• Ensure compliance with SLAs and company standards for customer service and response times.

• Serve as an advanced escalation resource for commercial voice-service issues that exceed established frontline troubleshooting procedures.
• Provide technical guidance regarding provisioning anomalies, carrier disputes, signaling issues, Hosted PBX configuration, call-flow design, and related voice-service concerns.
• Coordinate advanced troubleshooting efforts with carriers, vendors, Network Operations, Engineering, and other technical resources when required.

• Provide backup support for routine residential number-porting, voice activation, and service-activation activities during periods of staffing constraints, elevated workloads, or other operational needs.
• Support residential operations by assisting with provisioning validation, activation troubleshooting, status review, customer communication, and workflow completion consistent with established procedures.
• Maintain sufficient cross-training on residential activation and provisioning workflows to support operational continuity without assuming primary ownership of residential operations.

• Stay current on emerging Hosted PBX products, features, and vendor offerings; evaluate their customer value, technical fit, and operational requirements, and provide recommendations to leadership for consideration.
• Develop and deliver Hosted product training for internal teams, including customer service, support, and sales. Partner with the Sales Engineer to train sales teams on product capabilities, use cases, requirements, and limitations, helping ensure accurate customer expectations and complete implementation handoffs.

What’s in it for you? 

• Seeing your work makes a positive difference in the lives of our served communities. 

• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment). 

• Locally owned, friendly, innovative company with high growth projections. 

• Career development. 

• To learn skills and participate in critical projects in all areas of business. 

Qualifications

The successful candidate will bring the following to the table: 

• Associate or Bachelor’s degree in Telecommunications, Information Technology, or related field (or equivalent experience).
• 3–5 years of experience in telecom or network support, with strong knowledge of VoIP systems and SIP protocols.
• Working knowledge of VoIP technologies, SIP signaling, Hosted PBX platforms, number porting, and carrier coordination.
• Previous experience in telecommunications, VoIP support, Hosted PBX administration, voice-service implementation, technical support, or a related field.
• Ability to troubleshoot complex voice-service issues involving carriers, customer-premises equipment, provisioning systems, and hosted voice platforms.
• Strong organizational skills with the ability to manage multiple implementation projects, priorities, and timelines.
• Experience documenting technical processes, customer implementations, troubleshooting activities, and service configurations.
• Ability to work independently while exercising sound judgment regarding escalation and issue ownership.