VoIP Support Specialist
VoIP Support Specialist
Posted on :
28-10-2024
Employer Active
1 Vacancy
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Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
28-10-2024
Job Description
The VoIP Support Specialist is responsible for monitoring system performance and addressing network and customer issues. Success in this role requires excellent troubleshooting skills handson experience with the Netsapiens Platform and familiarity with various operating systems. The VoIP Support Specialist ensures that Crexendo/Netsapiens software hardware servers and networks operate smoothly. Expertise in VoIP telephony and network engineering technologies is crucial to our organization s success.
As an organization with 24/7 capabilities the VoIP Support Specialist will perform the first level of troubleshooting for customer issues in the following scenarios:
- When the issue directly relates to the network/infrastructure.
- When a customer reports an issue outside of official technical support working hours.
- When a customer reports a Priority One level issue.
Key Responsibilities
- Provide intermediate to advanced hosted and facilitiesbased VoIP technical support and customer service assistance to clients via phone and other remote communication methods (SMS emails chats etc.).
- Supply all required information promptly to the appropriate escalation team.
- Communicate with customers through their preferred method to provide status updates on troubleshooting and problemsolving progress.
- Duplicate customer settings in Crexendo lab servers to replicate customer issues.
- Compare customer settings with known best practices and adjust as needed.
- Provide stepbystep detailed procedures to customers explaining how to update settings within their systems as necessary.
- Utilize knowledge of the company infrastructure to engage the appropriate teams to address network or customer issues.
- Position requires shift duty.
Requirements
- Bachelor s degree in Computer Science Information Technology or a related field (or equivalent experience).
- Minimum of 23 years of experience in a VoIP and/or IT role.
- Strong knowledge of the Netsapiens Platform and network architecture.
- Excellent problemsolving and troubleshooting skills.
- Strong communication and collaboration skills.
- Relevant certifications (e.g. CCNA CCNP JNCIA JNCIP) are a plus.
- Ability to work independently and as part of a team.
Benefits
- Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
- Comprehensive Health Insurance: Coverage starts from day one and one dependent coverage after 30 days.
- PerformanceBased Salary Increase: Enjoy a raise after regularization
- Annual Salary Adjustments: We recognize longterm commitment with yearly salary increases.
- Employee Recognition: Be rewarded for your hard work with incentives and recognition.
- Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply community.
Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum of 2-3 years of experience in a VoIP and/or IT role. Strong knowledge of the Netsapiens Platform and network architecture. Excellent problem-solving and troubleshooting skills. Strong communication and collaboration skills. Relevant certifications (e.g., CCNA, CCNP, JNCIA, JNCIP) are a plus. Ability to work independently and as part of a team.
Employment Type
Full Time
Key Skills
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