Telecom Support

GENERAL DESCRIPTION OF POSITION 

Please note: this is an on-site position based in Managua, Nicaragua. Only Nicaraguan applicants will be accepted

We are looking for a Telecom Support to work with one of our clients: An enterprise-grade, cloud-based phone system offering reliable, Canadian-based support and user-friendly features for business communications. Accessible via PC, mobile, or desk phone, with geo-redundant data centers backed by SLAs and quality guarantees. 

KEY RESPONSIBILITIES

• Work with customers, vendors, and internal resources to monitor the phone number ordering process and overall project management. 
• Perform data entry to record supplies, jobs, and time spent. (in VoIP field) 
• Work with technical personnel to ensure trouble tickets are addressed quickly. 
• Track critical dates for provisioning processes, and update system notes and workflow daily to provide the most up-to-date information for client teams. 
• Coordinate, monitor, and assist with local number porting requests and projects. 
• Maintain detailed tracking records and provide updates as requested. 
• Escalate issues with internal teams and vendors to meet project demands. 
• Accurately review and process information related to the LNP function. 
• Process number port outs. 
• Act as the single point of contact with the customer for all types of service requests. 
• Coordination of all support groups to ensure maximum utilization of billable resources. 
• Monitor resource schedules to ensure prompt time entry on service requests. 

• Desired studies in computer science or telecommunications Engineering or a related subject (or working towards), or an equivalent combination of education and work experience. 
• Basic networking understanding (CCNA Studies or similar desired) 
• Basic understanding of Linux (command line especially)  
• Basic understanding of VoIP protocols including SIP (IDEAL) 
• Basic understanding of Networking in a TCP/IP and SIP environment. 
• Proficiency in English (Written and Spoken)  
• Proven and Outstanding Customer Service Experience/skills  

• Ability to communicate clearly and effectively in English. 
• Customer-focused with the 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-starter, able to operate with minimal supervision.