MUST HAVE CCNA Voice Certification
Function as a Technical Support Engineer
Work with others on the support team, while providing industry-leading service and support. to our customer base consists of service providers and telecommunications carriers
ESSENTIAL DUTIES AND RESPONSIBILITIES
Utilize the Ticketing system, collaborate with both Level 1 and Level 3 personnel to reach successful resolution for all customer issues.
Understanding of Ethernet, TCP/IP routing, Network packet analysis tools, use, and configurations
Ensure that all client questions and concerns are addressed and responded to in a timely fashion.
Manage the phones and respond to e-mail requests for assistance.
Provide guidance to clients unfamiliar with the products, and go the extra mile to ensure that they have all necessary information for successful product operation.
Train and guide junior members of the Support team, and help ensure that they are equipped to perform their function.
Provide answers and solutions for our growing customer base about the VoIP (Voice over IP) platform; team with development and other support specialists and engineers to reach successful resolution to any and all customer inquiries.
Collaborate with other Support Center to provide worldwide coverage.
Will travel occasionally
Other duties as required