LEVEL 3 CUSTOMER SERVICE REPRESENTATIVE
Job Description:
Act as Subject Matter Expert on VoIP communications for level 1 support
Be part of L3 support for the Networking team
Troubleshooting VoIP network issues
Updates spreadsheets on the software version of the current PBX used.
Created Softphone accounts across the company.
Acts a workflow manager for the ticketing system.
Assigns tickets and creates a proper escalation from Level 1
Adding network users and managing company permissions
Assist wholesalers on troubleshooting VOIP systems.
Assign and routes numbers from SIP trunks.
Troubleshoots softphone-related issues.
Level 3 escalation for Level 1 agents assisting VOIP customer.
Job Requirement:
Bachelor's degree in Computer Science or a related field OR equivalent combination of education and experience that demonstrates competency.
High Level of Customer Focus & Service
Previous experience in a similar role troubleshooting Cloud based networking devices within large corporate environments.
Previous experience in handling escalation with level 1 & level 2 staff and working with stakeholders.
Knowledge of IP Systems and SIP trunks/SIP environments
Knowledge of networking tools such as VoIP
monitor, Graylog are desirable.Ability to self-manage time and prioritize tasks in accordance with team objectives.
Ability to analyze, understand and resolve technical problems or issues.
Ability to learn new technologies.
Able to work in shifts (6.00am to 5pm) local time.
Knowledge of hardware systems including servers, memory modules, processors, and peripherals
Familiarity with WAN and LAN systems
Ability to achieve customer satisfaction by maintaining SLAs for call quality, uptime, and resolution of high-priority incidents
Able to establish and maintain effective working relationships with staff and vendors.
Able to work with changing work priorities and deadlines.
Ability to work autonomously and manage client expectations.
Proactive documentation of work
Perks and Benefits:
All staff to receive the following as addition to base allowances and salary.
Competitive pay and performance-based incentives
Company-sponsored health insurance for you and for your family
A supportive and collaborative team environment
Ongoing Career Growth opportunities
Perfect attendance allowance
Birthday leave incentive
Minimum 10 days? Vacation leave, 10 days Sick leave with convertible to cash unused Sick leave
Monthly free Starbucks