VoIP Support L1

Please note: this is an on-site position based in Antiguo Cuscatlan, La Libertad, El Salvador. Only Salvadoran applicants will be accepted 

GENERAL DESCRIPTION OF POSITION

We are seeking a skilled and motivated Tier 1 Support Agent to provide exceptional technical support for our Client's Software solution, as well as the infrastructure and routing supporting the platform. This role requires a combination of technical troubleshooting expertise and outstanding customer service skills to ensure smooth and timely diagnosis or resolution of issues. The successful candidate will contribute to maintaining and improving VoIP platform performance, working collaboratively with internal teams and customers. This position offers opportunities for growth and specialization in multiple career paths.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop expertise as a Subject Matter Expert in platform and network troubleshooting, providing intermediate to advanced VoIP technical support.
• Assist clients via multiple communication channels, including phone, email, and chat, to resolve issues and answer queries.
• Identify and proactively resolve platform and network issues, escalating complex cases to higher-tier support teams with complete and accurate documentation.
• Recreate customer environments in lab servers to replicate and resolve issues.
• Compare customer settings with best practices and recommend adjustments as needed.
• Provide step-by-step instructions for system updates and configuration changes, ensuring customer understanding and satisfaction.
• Monitor and enhance overall system performance through regular maintenance and troubleshooting.
• Provide timely status updates to customers regarding issue resolution progress.
• Adhere to a rotating shift schedule to ensure 24/7 availability for support.
• Collaborate with cross-functional teams to improve processes and enhance customer satisfaction.

REQUIREMENTS

• 1-2 years in a call center or customer service role, preferably in the Telecom or IT industry.
• Experience with Linux CLI for troubleshooting and database management is highly preferred.
• Familiarity with VoIP protocols and configurations, including IP phones, ATA adapters, and softphones, is highly preferred.
• Basic networking skills, including troubleshooting, are highly preferred.
• ​​​​​​​Relevant certifications (e.g., CCNA, CCNP, JNCIA, JNCIP) are a plus.

• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Strong problem-solving and troubleshooting abilities.
• Detail-oriented and able to document technical issues accurately using multiple debugging tools.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Self-driven, resourceful, and able to work both independently and within a team.
• Proven ability to follow workflows while contributing to continuous improvement.
• Flexibility to work varying shifts, ensuring continuous support for businesses worldwide.