Technical Support Representative

Responsibilities: Ability to read and understand customer email content

Ability to reply to emails and reply professionally. Ability to handle phone calls from clients, understand the IT issues the client is facing and provide good phone support. Document all support interactions and troubleshooting steps in our ticketing system with clear and concise

note

• Collaborate with other support team members and departments to escalate and resolve complex issues promptly. Experience in conducting remote support sessions with the user (Zoom)
• Needs to know when to escalate issues to senior network engineers when it is beyond their scope
• Ability to learn new technologies fast and be involved in managing telephone VoIP and PBX phone systems (training provided)

Requirements: Proven experience as a Technical Support Representative or similar role, preferably with VoIP systems. Strong knowledge of VoIP protocols, standards, and technologies (e.g., SIP, RTP, codecs). Familiarity with network troubleshooting tools and techniques. Excellent communication skills, both written and verbal. Ability to work independently and in a team environment. Strong problem-solving skills and attention to detail. Customer-oriented and able to empathize with customer concerns.CCNA (Switching and Routing) knowledge is an added bonus

Experience with LINUX operating systems (command line) is an added bonus

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.