Description

You will provide enterprise-level technical support for Unified Communications platforms and VoIP technology.

Responsibilities

• Diagnose and troubleshoot Unified Communications issues to maintain stable integrated platforms.
• Reproduce customer technical issues and manage them through to resolution or escalation.
• Train customer administrators on platform management and answer complex technical questions.
• Collaborate with internal departments to expedite the resolution of escalated issues.
• Manage support interactions via phone, screen sharing, and email while maintaining detailed case notes.

Required Skills

• 5+ years of experience in customer-focused or customer experience roles.
• Expertise in VoIP technology, including SIP, RTP, QoS, COS, and codecs.
• Strong networking knowledge including LAN/WAN, routers, firewalls, switches, and PBX deployment.
• Proficiency with TCP/IP (IPv4) and DNS.
• Experience supporting telecommunications, networking, or Software-as-a-Service (SaaS) products.
• Proven technical troubleshooting skills.
• Bachelor's degree.

Preferred Skills

• Network+ or equivalent networking, IT, or telecommunications certification.
• Experience supporting contact center technologies.

Key Skills

Education

Bachelor's degree