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Bilingual Business Technical Support Specialist

Concentrix
6th of October, Giza
Posted 7 years ago
219Applicants for70 open positions
  • 161Viewed
  • 1In Consideration
  • 157Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • Delivering high quality service and support to our enterprise, wholesale/resale and commercial business customers via telephone, and ticket / email support.
  • Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, and other Local Area Network / Wide Area Network (LAN/WAN) issues.
  • Support and escalate issues by determining the business critical nature of the problems and delivering support services accordingly.
  • Assisting with customer service orders (Moves, Additions, Changes, and Deletions “MACD”), coordinating or escalating with other departments (Sales, Billing, Orders, Ports, and Network Operations) to resolve issues.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
  • Deliver technical support services accordingly to a specified Service Level Agreements (SLA).
  • Explore opportunities and provide feedback and continuously work towards improving support services to ensure a high degree of customer satisfaction.
  • Coordinating problem resolution for customers, and engaging Microsoft Office Lync and a skills matrix to locate the appropriate resources (Network Operations, Professional Services, etc.), when necessary.

Special Assignments:

  • You may be requested to participate or lead projects from time to time.
  • You may be requested to document certain processes and procedures from time to time.

Working Conditions:

  • Participate in the mandatory shift rotation schedule.
  • Participate in the on-call support for off-hours, weekends and holiday support.

Computer Skills and Software Used:

  • Microsoft Office Suite MS Windows, Linux and other Operating Systems.
  • Protocol Analyzers, commercial and in-house Voice over IP (VoIP) test tools.

Job Requirements

Education and Training:

  • Post-secondary education.
  • Certified Cisco Network Administration (CCNA) or equivalent knowledge.
  • SIP School Certified Associate (SSCA) or equivalent knowledge.

Skills and Aptitudes

  • Must be bilingual - English / French.
  • Have exceptional troubleshooting and customer handling skills.
  • Have a good understanding of LAN/WAN and Broadband Access network protocols such as TCP/IP, DNS, DHCP, SIP, DSL, T38 (Fax).
  • Self-starter and team player.
  • Able to work well under pressure and ability to multi-task.
  • Possess excellent verbal and written communications skills.

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