VoIP Technical Support Specialist

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Maadi, CairoPosted 7 years ago

74Applicants for1 open position

Job Details

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Main Duties:

Ensure first call resolution for each escalated issue
Determine systemic and device related issues
Handle Employees calling issues with a variety of complex technical issues dealing with various platforms, operating systems, applications, Inbound/Outbound Calling, Caller ID, Calling Features, LNP transfer and Order Fulfillment (at the database level)
Investigate and resolve CCA/Web Account and order subscription errors
Perform thorough investigation of billing disputes related to Call Duration, International Calling, recurring monthly service charges, etc
Quality Assurance scores should consistently meet and exceed 85%
Work closely with Internal Vonage Groups (Operations Engineers, Application Engineering, Carrier Relations, Device Development and Certification, NOC, OSS and Product Development) to coordinate efforts in identifying systemic issues, product enhancements and workarounds
Work with external carrier groups for trouble ticket resolution

2-4 years working knowledge of key technologies: SIP, Routers, Switches, RTP, TCP/IP, BGP
Advanced knowledge of call center applications such as CCA, Interact, RT, etc.
Voice and Networking experience
Understanding of basic Linux/Unix Commands, SQL scripting
Demonstrated ability to analyze issue and determine best course of action to correctly resolve customer and system related issues
Experience with home to small business networks including but not limited to router, switch, hub, PC, and 3rd party hardware configuration
Must have a high level of technical knowledge and the ability to handle large scale issues
This individual must have a strong strategic thinking capacity, effective communication skills and a proven track record of building and maintaining multiple effective