Job Description

Are you a problem-solver at heart with a knack for tech troubleshooting? We're looking for a Tier 1 Customer Service Agent to be the first line of defense in providing world-class technical support for our Software Solution. This role is as much about exceptional customer service as it is about using your technical skills to ensure our platform performs at its best. Whether you're helping customers through phone, email, or chat, you'll be a vital part of our mission to deliver seamless and reliable VoIP solutions.
As a key member of our team, you'll get to collaborate with both internal teams and customers, continuously learning and improving our platform and processes.

What You'll Do

Become the Expert:

Develop into a Subject Matter Expert (SME) in troubleshooting the platform and network, diving deep into the mechanics of VoIP solutions to provide intermediate to advanced technical support.

Customer Interaction:

Serve as the first point of contact for customers, answering their questions, resolving technical issues, and delivering high-quality service that goes above and beyond.

Troubleshoot and Resolve:

Quickly identify issues with platform and network performance, working to resolve them in a timely manner while escalating more complex cases with thorough documentation to higher-tier teams.

Replicate and Diagnose:

Recreate customer environments in lab servers, testing and troubleshooting issues to ensure accuracy in resolutions.

Improve and Recommend:

Compare customer settings with best practices, offering insightful recommendations for system optimization.

Update and Configure:

Help customers navigate system updates and configuration changes, guiding them step-by-step to keep everything running smoothly.

Monitor & Optimize:

Regularly check system performance and troubleshoot potential issues to ensure the platform's reliability and uptime.

Keep Customers in the Loop:

Provide customers with timely updates on issue resolution progress, ensuring transparency and satisfaction.

Teamwork Makes the Dream Work:

Work closely with internal teams to improve processes, provide feedback, and contribute to customer success.

What We're Looking For

Experience:

2-3 years in a customer service or call center role, preferably in the Telecom or IT industry.

Technical Skills:

Familiarity with network architecture

- Required

Experience using Linux CLI for troubleshooting and managing databases. -

Required

Understanding of VoIP protocols, IP phones, ATA adapters, softphones, and general networking principles.

-Required

Certifications (Plus):

CCNA, CCNP, JNCIA, JNCIP - if you've got 'em, we love 'em!

Core Competencies:

Communication:

You've got a knack for explaining complex concepts in a way that's easy for anyone to understand.

Problem-Solving:

When something goes wrong, you're the one who dives in to figure out the best fix.

Attention to Detail:

You're thorough and don't miss a thing, whether you're troubleshooting an issue or documenting a customer case.

Time Management:

You're great at juggling multiple tasks in a fast-paced environment while ensuring quality work.

Self-Starter

: You take ownership of challenges and aren't afraid to ask questions or seek guidance when needed.

Team Player:

Collaboration comes naturally to you, but you're also comfortable working independently.

Job Type: Full-time

Experience:

Technical Support: 2 years (Required)
Work Location: In person