Source description
About the role
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. 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.