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Job Description
Responsibilities:
- Advanced level research of critical technical issues.
- Support all Contivio Products and Services.
- Solves problems quickly and automates processes.
- Utilize knowledge of the customer environment delivering timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
- Monitors help desk ticket queues and resolves VoIP-related tickets.
- Manage cases and sub-cases ensuring timely and high-quality communication with customers and resolution of all issues
- Follow through on customer commitments with courtesy and a sense of ownership
- Working with the Senior Network Engineer you will engineer and design enterprise VoIP networks utilizing the Contivio Cloud Platform.
- Work directly with the Network Operation Center and Product/System Operations to resolve complex technical escalations
- In partnership with team leads, establish a holistic technical communications strategy, and subsequent roadmap, combining voice, chat, SMS, email, and other communication tools.
- Stays updated on technology changes or problems
- Assist with the design and implementation of feature requests/integrations Plan, design, install, troubleshoot, repair, and maintain the Contivio cloud solution
Job Requirements
- Communications Engineering Bachelor Degree (a must)
- English / International high school graduate or equivalent English Fluency (a must)
- 2-3 years experience in troubleshooting network equipment (a must)
- Experience in networks (IP and Telco), data, access, firewalls, NAT, and QoS.
- Experience in using network tools such as ping, traceroute, and Wireshark.
- Experience in computer systems administration including Windows, Mac, and Linux Hands-on knowledge of routing and switching
- 3-4 years experience implementing and supporting contact center or office telephony solutions including IVR, ACD, PBX, etc.
- 3-4 years experience in Voice over IP (SIP)
- Hands-on knowledge of network protocols including SIP, RTP, STUN, HTTP, and TCP/IP
- Proven customer support experience
- Strong analytical and problem-solving skills
- Enthusiastic with proven ability to work with minimal supervision and efficient time management skills
- Documentation and communication skills
- Interpersonal & relationship building skills
- Ability to work on rotating shifts, including night shifts and weekends (a must)
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