VoIP Support Tier 1

Antiguo Cuscatlan, La Libertad, El Salvador
Full Time
Entry Level
GENERAL DESCRIPTION OF POSITION

We are looking for someone who is energetic, bright, and self-confident; someone that can thrive in a fun, fast-paced work environment. This is an entry level position within our Technical Services department and an excellent opportunity to grow your career at one of the best Unified Communications service providers in the country. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 
  • Answer customer calls and respond to customer requests while maintaining customer satisfaction and KPIs
  • Recommend call flow changes, network changes, and best practices to customers, partners, and IT professionals.
  • Offer creative solutions to resolve complex customer requests.
  • Adhere to schedules, guidelines, and requirements in accordance with the Company's set policies and procedures.

REQUIREMENTS 
  • Bachelor's Degree or equivalent work experience
  • Telephony background preferred
  • Basic knowledge of protocols including VOIP, TCP/IP, SNMP, FTP/SFTP, HTTP is helpful
  • Minimum 2 years of previous experience providing Customer Support to customers of various sizes.
  • Experience with Microsoft products
  • Knowledge of customer service principles and practices
  • Working knowledge of any of the below helpful
  • Changing modem/router/switch settings
  • VoIP/SIP, UDP/TCP, LAN/WAN, VLAN
  • Experience with call tracing software (VoIPmon, Wireshark, etc.)
  • Advanced troubleshooting with VoIP (carriers, outages, call management, call processes, etc.)
  • SIP knowledge is a plus
  • Experience in troubleshooting internet/voice circuits
  • Experience configuring firewalls in networking equipment
  • Understanding of troubleshooting and setting up VLAN’s
  • Knowledge of telecommunications and network configuration, installation, and support/maintenance procedures and processes.
  • Experience with remote support tools and techniques.
  • Experience providing remote step-by-step instructions and explaining complex concepts to non-technical customers as well as experience with remote customer training.

QUALIFICATIONS 
  • Must possess excellent customer service work ethic, superior presentation and critical thinking skills, strong leadership qualities and personal initiative.
  • Must possess excellent written, verbal, and interpersonal communication skills including ability to interact with all levels of management, staff, and the public.
  • bility to find creative resolutions to reported issues using heightened listening skills and inventive analysis.
  • Good organizational aptitude with attention to detail and accuracy.
  • Ability to consistently meet and exceed key performance indicators 
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