Technical Support Engineer Cloud Based VoIP platform with SIP
Cisco Systems, Inc
Krakow, Poland
8 d. temu

Technical Support Engineer, BroadCloud

JOB SUMMARY

  • Broadsoft is a Global Market Leader that provides carrier class VoIP platforms.
  • As a BroadCloud Customer Support Engineer, you will report to the BroadCloud Customer Support Manager to support our rapidly-
  • growing customer base using BroadCloud.

  • This is not your typical helpdesk position. BroadCloud is a fully managed, scalable SaaS model that lets customers cost-
  • efficiently deploy BroadSoft Business - our integrated suite of communication and collaboration services.

  • You will technically understand the BroadCloud SaaS platform to deal with trouble tickets, develop solution guides for our Partners and take an active technical role in deployment and support of the company's solutions.
  • DUTIES AND RESPONSIBILITIES

  • Be on the front line resolving technical issues and working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.
  • Provide our customer’s level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-
  • line chat, and respond to support portal tickets in a timely and professional manner.

  • This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
  • To delight customers by listening to the customer's concern, demonstrate you understand their issue and their situation, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
  • Collaborate with other BroadSoft teams and diligently escalate complex problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.
  • Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.
  • When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.
  • ADDITIONAL RESPONSIBILITIES

  • Provide occasional evening, weekend, and night duty to provide 24x7 support on a rotation basis.
  • Other duties as required
  • WORK COMPLEXITY

  • Technical understanding of the full suite of BroadSoft Business products deployed in the BroadCloud environment is required.
  • The position supports our Service Providers including world-class Telecommunications Operations and Tier 1 Channel Partners with sometimes demanding and urgent needs.
  • DISCRETION & INDEPENDENT JUDGMENT

  • There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.
  • SKILLS, KNOWLEDGE & ATTRIBUTES

  • The ability to speak either French or German and English fluently and have excellent written communication skills in both languages to communicate effectively with worldwide customers is required.
  • Native German or French speakers will be extremely well regarded.
  • An understanding of cloud-based services and Telecommunications.
  • Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model.
  • Demonstrated Technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction.
  • Proven troubleshooting methodology with strong analytical skills with a desire to understand the why’ not just the what’ or how’ and strong attention to detail
  • Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP / IP, NAT
  • Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
  • Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.
  • Energetic and self-motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools.
  • This is a dynamic work environment and flexibility is required to multitask, manage change and thrive in a fast paced environment.
  • Demonstrated willingness to take full advantage of on-the-job and formal technical training through self-study to acquire the knowledge necessary to be successful in the role in a rapidly expanding area of the telecommunications industry will be essential.

    EDUCATION & EXPERIENCE

  • 2-5 years of experience in Telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support and ideally in a Service Provider environment is required
  • Relevant technical or degree level qualifications are not essential but will be highly regarded
  • WORKING CONDITIONS

  • This is a desk based role and you will work from our UK office in West Sussex located near Gatwick.
  • The UK TAC is open 08 : 00-18 : 00 Monday-Friday and some flexibility is required to ensure cover shifts in this period on a rotation basis.
  • Provide occasional evening, weekend, and night duty to provide 24x7 support on a rotation basis.
  • Occasional international travel opportunities may be available for training
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