Systems Voice Engineer

Yesterday

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New Era Technology

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Cisco Gold Partner • Avaya Diamond Partner + Cloud Specialist • Extreme Networks Gold Partner • Palo Alto Partner • Polycom Gold Solution Advisor

1001 - 5000 employees

🏢 Enterprise

📡 Telecommunications

🔒 Cybersecurity

Description

• Customer Satisfaction through the delivery of world class Support Services. • Optimizing productivity while assigned to customer tickets or projects. • Ability to prioritize work through ticket and project status. • Problem-solving and resolution of issues and escalating where appropriate. • Ticket Quality Control and Ticket Management. • Customer Service including phone, video, and email communication. • Occasional on-site to nearby customers (less than 5%). • Occasional on-call responsibility/rotation. • Participation in process improvement initiatives. • Documentation skills for customer environments.

Requirements

• Outstanding capabilities to troubleshoot FreePbx, Asterisk Voice Systems, Linux and VMs in a hosted environment. • Strong knowledge of FreePBX/Asterisk command line syntax and endpoint configuration, FreePBX/Asterisk patching, running billing reports, basic understanding of Network protocols, and Remote Management tools. • Ability to communicate effectively and professionally with all customer contacts. • Ability to provide clear written communication for ticket/project updates. • Clear written communication to maintain organization and control over all information related to customer tickets and assignments. • Excellent verbal skills for customer interaction. • Excellent documentation skills. • Dedicated to always providing exceptional customer service. • Proficiency in all aspects of the core technical requirements. • Strong team collaboration skills.

Benefits

• Medical • Dental • Vision • 401K match