Support Cequens customers, providing VOIP Service Desk functionalities (Service Request Management, Incident Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.
Job Responsibilities:
- Troubleshooting Call related issues
- SIP Trunks Setup & Troubleshooting
- Direct Escalation and following up with Telecom & System Providers
- VPN Management & Troubleshooting
- Troubleshoot network-related issues
- Incident and Request Management
- Knowledge Management
- Service Level Management
- World Class Customer Service
- System Monitoring
Requirements
- 2-4 Years of Experience as a VoIP Support Engineer (L2) Is A Must
- B.S Engineering or IT or any related fields, or experience in any related filed
- Knowledge of VOIP systems, call center solutions, and CRM platforms preferred.
- Experience in Open-Source VOIP Systems such as Asterisk, FreeSWITCH, OpenSIPS, Or Any Other SIP Proxy, Is A Must.
- Microsoft 365 Certified: Microsoft Teams Administrator Associate is a plus.
- Solid understanding of SIP & RTP Protocol Is a Must
- Familiar with IP PBX Systems Is a Must
- A solid understanding of TCP/IP, firewalls, NAT and QoS.
- Familiar with Ticketing Systems.
- Customer-oriented and cool-tempered.
- Excellent communication skills.
- Flexibility to work a variety of shifts with minimal notice.
- Very good in English.
- Proven customer support experience
- Strong analytical and problem-solving skills
- Enthusiastic with proven ability to work with minimal supervision and efficient time management skills
Benefits
- Work From Home
- Training & Development
- Performance Bonus
