Support Engineer

Responsibilities:

• Providing frontline support to customers and troubleshooting technical issues via various channels such as phone, email, chat, or ticketing system.
• Assessing incoming support requests and prioritizing them based on severity and impact.
• Diagnosing and resolving technical issues related to telecom and CCaaS services, including network connectivity problems, software configuration errors, and system performance issues.
• Documenting support interactions, including the steps taken to resolve issues and any relevant troubleshooting procedures.
• Educating customers on how to use the telecom or CCaaS platform effectively, including providing training sessions, webinars, or documentation to help users maximize the value of the services provided.
• Monitoring customer satisfaction and gathering feedback on support interactions to identify areas for improvement.
• Monitoring system alerts and proactively identifying potential issues before they escalate into customer-facing problems.

Requirements:

Must have:

• 3+ years experience in working in a CCaaS/telecommunications environment with a strong understanding of VoIP, SIP, PBX, call routing, IVR systems, and cloud-based contact center platforms.
• The ability to methodically troubleshoot technical issues, identify root causes, and implement effective solutions.
• Excellent communication skills, both verbal and written, are essential for effectively interacting with customers and providing clear, concise explanations of technical concepts and solutions.
• The capacity to manage multiple tasks simultaneously, prioritize incoming support requests based on urgency and impact, and meet established service level agreements (SLAs) for response and resolution times.

Nice to have:

• Familiarity with scripting languages such as .NET, JavaScript and C#.
• Experience with SQL (Microsoft or/and MySQL).
• A keen eye for detail for accurately documenting customer interactions, troubleshooting steps, and resolution procedures.
• Must be able to cope under pressure and work to stringent timelines.

What we offer:

• Permanent long-term collaboration contract
• Full-time position (40h a week)
• Rewarding compensation package consisting of salary and a performance bonus
• Remuneration in USD
• Flexibility of working from home from any corner of the world
• Vacation days (paid time off and national days)
• Great collaborative culture with an international team of over 25 different nationalities
• Training, team building, fun at work activities
• Opportunities for growth and development
• Yearly performance reviews
• Wellbeing program with workshops and webinars led by experts

For the full list of benefits please check here

NobelBiz provides patented carrier services exclusively to contact centers. We offer the best technology, cloud contact center software solution and infrastructure that the contact center industry has to offer.

For more information on NobelBiz you can visit the website here

If this opportunity sounds like the right fit for you, click apply with your resume!