Position Overview: We are seeking a versatile and experienced Technical Support Specialist with a strong background in VoIP phone systems and SIP protocols. The ideal candidate will possess excellent communication skills and have a proven track record in supporting customers and partners. As a member of our small but rapidly growing team, you will wear many hats, providing 1st and 2nd line support, conducting pre-sales/customer demonstrations, and performing onsite rollouts.
Key Responsibilities:
- Technical Support:
-
Provide 1st and 2nd line technical support for VoIP phone systems to customers and partners.
-
Diagnose and resolve technical issues related to VoIP systems, SIP protocols, and network configurations.
-
Maintain accurate and detailed records of support requests and resolutions.
- Customer Engagement:
-
Deliver exceptional customer service through effective communication and problem-solving.
-
Assist customers with the setup, configuration, and troubleshooting of their VoIP systems.
-
Conduct pre-sales demonstrations and presentations to showcase our VoIP platform's features and benefits.
- Onsite Support and Rollouts:
-
Travel to customer sites as needed to perform installations, configurations, and rollouts of VoIP systems.
-
Ensure smooth and efficient deployment of VoIP solutions, addressing any onsite issues promptly.
- Collaboration and Flexibility:
-
Work collaboratively with cross-functional teams, including sales, engineering, and customer service.
-
Adapt to various roles and responsibilities within the company as needed, contributing to our growth and success.
Qualifications:
- Proven experience in technical support, particularly with VoIP phone systems and SIP protocols.
- Strong understanding of VoIP technology, including PBX systems, call routing, and network infrastructure.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience with customer support and a commitment to providing a high level of service.
- Ability to multitask and handle various responsibilities in a fast-paced, growing environment.
- Willingness to travel for onsite installations and customer support as required.
- Relevant certifications (e.g., CompTIA Network+, Cisco CCNA, etc.) are a plus.
Benefits:
- Competitive salary and benefits package.
- Hybrid work environment with a mix of remote and onsite work.
- Opportunity to work with a passionate and innovative team in a growing company.
- Continuous learning and professional development opportunities.