VoIP Support L1

GENERAL DESCRIPTION OF POSITION We are seeking a dynamic and proactive Tier 1 Support to join our team. In this role, you’ll be the first line of defense, quickly identifying and addressing system alerts to maintain optimal performance and client satisfaction. If you have a passion for troubleshooting and a commitment to delivering top-notch service, this is the perfect opportunity for you to grow and make an impact. The ideal candidate thrives in a fast-paced environment, loves solving problems, and is dedicated to ensuring our clients' trust and loyalty. ESSENTIAL DUTIES AND RESPONSIBILITIES Providing daily support and technical issue resolution primarily via phone, email and tickets. Troubleshoot phone provisioning issues. Address and escalate all priority-level tickets accordingly. Assist customers in VoIP solutions. Troubleshoot real-time VoIP software issues. Handle tickets based on response times according to our client’s SLA. REQUIREMENTS Completed or in progress bachelor’s degree in computer science, Telecommunications Engineering, or a related field (or working towards), or an equivalent combination of education and work experience. Advanced English proficiency. At least 1-2 years of work experience in Tech Support roles. Desirable knowledge of basic networking skills such as switching, routing, IP addressing, etc. Knowledge of telephony or voice-related services (Desired). Desirable understanding of Networking in a TCP/IP and SIP environment. QUALIFICATIONS Detailed-oriented Solid problem-solving skills Outstanding customer service and technical support skills Capable of performing in a fast-paced, collaborative team environment. Team-oriented, self-starter, able to operate with minimal supervision. Open to work in At-Office setting.