Branch Voice Operational Support Specialist (Hybrid) in Maryland Heights at CBIZ

Date Posted: 9/7/2023

Job Snapshot

Job Description

With over 120 offices and nearly 7,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.    

CBIZ has been honored to be the recipient of several national recognitions:

  • 2022 Best and Brightest Companies to Work for in the Nation
  • 2023 Top Workplaces USA
  • 2022 America's Best Mid-Size Employers
  • 2022 Best and Brightest Companies in Wellness
  • 2022 Great Place to Work Certification

Job Purpose / Objective: Maintain, upgrade, and provide Tier 3 Telephony support.

 Essential Functions and Primary Duties

  • Work with VoIP providers to identify the best solution for the small branch offices
  • Configure settings and validate phones
  • Provide testing of telephony products for quality assurance, configuration enhancements and Firmware rollouts
  • Work Tier 3 branch trouble tickets for call quality and training opportunities
  • Assist in the development of end user and Help Desk training
  • Create and maintain end user and Help Desk documentation
  • Remotely diagnose and troubleshoot complex, non-routine technical problems
  • Navigate and utilize a set knowledge base as well as think outside of the box to assist in resolutions for end users
  • Thoroughly document steps taken in troubleshooting
  • Prioritize projects and meet required deadlines
  • Analyze user impact because of changes in hardware, software, and network configurations to identify trends and evaluate risk
  • Provide feedback to drive service improvements
  • Identify and drive necessary knowledge-based changes
  • Adapt to an ever-changing work environment including updates to processes and documentation requirements
  • Maintain flexibility in daily work schedule based on business needs
  • Provide excellent customer service
  • Other job duties as assigned

Preferred Qualifications

  • Provide a suitable workspace
  • Maintain high speed internet access with a wired connection
  • Ability to work in a fast-paced environment with ever changing priorities
  • Exceptional listening and analytical skills
  • Ability to process information with high levels of accuracy
  • Ability to work independently with little to no supervision and in a team setting
  • Proficient use of applicable technology
  • Ability to follow technical instructions and guidelines
  • Ability to document daily activities and system functions
  • Demonstrated ability to communicate verbally and in writing throughout all levels of the organization
  • Work varying shifts to accommodate business needs including evening, weekend, and holiday coverage

Minimum Qualifications

  • Bachelor's degree
  • 4-6 years of related experience
  • Excellent communication, public relations, technical, and troubleshooting skills
  • Able to use general office equipment
  • Experience with Microsoft Office Suite
  • Familiarity with VoIP and cloud telephony providers and protocols (SIP and RTP) preferred
  • Basic understanding of Polycom phones, softphones, mobile clients, and headsets


If you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll free) or send an email to


CBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant’s race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pages EEO is the Law and EEO is the Law Supplement.