Detalle de la Oferta

Descripción de la Oferta

GENERAL DESCRIPTION OF POSITION

Provides Intermediate to advanced Hosted VoIP Technical and Customer Service Support assistance to clients via email, phone, and/or other remote methods. Identifying and resolving issues proactively and if applicable escalating them. Assists customers in implementing solutions. Perform ongoing activities to maintain and enhance overall system performance. Typically reports to a project leader or manager. Works on projects/matters of limited complexity in a support role.


ESSENTIAL DUTIES AND RESPONSIBILITIES

• Customer Service oriented
• General Support for the platform Manager Portal
• General Support for the platform Admin UI
• Phone provisioning troubleshooting
• Troubleshoot all priority level tickets and escalate accordingly
• Troubleshoot QoS Issues
• Troubleshoot recordings/legal intercepts from the platform
• Assists customers in implementing solutions.
• Performs ongoing activities to maintain and enhance overall system performance
• Analyze system performance and manage system resources
• Troubleshooting of real-time VoIP software, IP / WAN Protocol stacks, and Linux server issues
• Perform servers / cluster installation and system audits
• Perform installation and configuration of paid services
• Provide 24x7 weekly on-call rotation
• Handle tickets based on response times according to our client’s SLA

REQUIREMENTS

• Bachelor’s degree in computer science or telecommunications Engineering or a related subject (or working towards), or an equivalent combination of education and work experience.
• 1 year of experience working with LINUX (Ideally)
• Working knowledge of basic networking skills such as switching, routing, IP addressing, etc.
• Certain years of experience in the field or in a related area, depending on the level of assistance they provide. (Ex. Telephony or voice related services SIP IDEAL)
• Experience with telephony or voice related services (SIP is A plus).
• Manage, Operate, and support distributed MySQL databases IS A PLUS
• Decent understanding of Networking in a TCP/IP and SIP environment
• Availability to provide 24x7x365 operations, including rotating on-call support
• Ability to work from Home when approved

QUALIFICATIONS

• Ability to communicate clearly and effectively in English
• Customer focused with dedication to customer satisfaction
• Self-starter and willingness/ability to learn quickly in a fast-paced environment
• Excellent interpersonal, oral, and written communication skills in English
• Team-oriented, self-start er, able to operate with minimal supervision