Technical Support Engineer (VoIP)
Job Description:
The Role:
Immediate need for a junior to mid-level Technical Support Representative, for exciting opportunity with rapidly growing Silicon Valley based VOIP platform vendor. Position entails Level 1 phone & email based technical support, fielding incoming customer calls related to support of client’s IP-PBX product line, both HW & SW. This is an excellent opportunity for highly motivated person who wants the opportunity to work with an exciting technology for rapidly growing, industry leading firm in the VOIP space.
Required experience:
1-4 years industry experience in technical support environment supporting either telephony or networking products. An ideal candidate would be someone who has supported VOIP based telephony product.
Ability & willingness to work shift rotation (Swing or Graveyard), every 6 to 8 weeks for a 1 month stretch.
Knowledge and understanding of Windows and/or Unix operating systems. VxWorks or other RTOS OS experience is a plus.
Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
Experience/knowledge regarding support of Networking OR Telephony based products – Knowledge, understanding, and practical application of technologies, protocols, and related standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN, and IP routers. On the telephony side, PBX support or working knowledge of VoIP, related protocols, and standards strongly preferred.
Required skills:
Excellent customer service and interpersonal skills.
Excellent troubleshooting & problem solving skills.
Excellent verbal & written communications skills in English.
Previous customer support and escalation experience.
Fast learner able to come up to speed rapidly on new technologies
Must be a team player and excellent collaborative skills
Duties include the following:
Focus on rapid identification and resolution of customer issues.
Provide first level support to partners and customers.
Answer questions and perform initial triage on problem reports.
Document each customer interaction using Siebel ticket management system.
Provide timely and effective resolution to support requests based on internal and external service level agreements ( SLA ).
Technical assistance for hardware, software and/or applications.
Acting as a resource and teaming with those who are assigned to the customer.
Support to those within your immediate team when necessary.
Partnering to create and update technical documentation.
Providing on site installation and other professional services as needed.
Some travel may be required.
Education:
AA degree required. Bachelor’s degree preferred. Microsoft MCSE and/or CISCO certifications are considered a plus.
How to apply:
http://www.shoretel.com/