Voip Support Specialist

3 days ago

Mumbai, Maharashtra, India TalentBridge Full time

Role Overview

We are seeking a skilled VoIP Tech Support Specialist to join our technical support team. This role focuses on diagnosing and resolving technical issues related to telecom services and software solutions.

The ideal candidate should have strong problem-solving skills, excellent communication abilities, and experience handling support tickets via calls and digital channels.

Key Responsibilities:

  • Breakfix Support: Diagnose and resolve technical issues related to telecom services, software configurations, and connectivity.
  • Ticket Management: Handle incoming/outgoing support calls and manage tickets efficiently within SLA timelines.
  • Troubleshooting & Resolution: Use logical problem-solving techniques, SQL queries, and JavaScript-based interfaces to identify and resolve system issues.
  • Customer Assistance: Provide professional guidance to clients for resolving technical concerns.
  • Documentation: Maintain accurate records of troubleshooting steps, resolutions, and customer interactions.
  • Collaboration: Work closely with engineering, development, and product teams to escalate complex issues.
  • Quality Assurance: Ensure consistent follow-up and proactive communication to enhance customer experience.

Requirements:

  • Experience in Technical Support (Breakfix, troubleshooting, or help desk roles preferred).
  • Strong understanding of telecom services (VoIP, PBX, SIP, network configurations, etc.).
  • Familiarity with SQL (basic query execution and troubleshooting).
  • Knowledge of JavaScript-based interfaces (not coding, but interpreting logical statements).
  • Excellent phone-based customer service skills with the ability to handle support calls effectively.
  • Ability to manage multiple support tickets while maintaining high service levels.

Preferred Skills:

  • Experience in a business solutions or telecom services environment.
  • Exposure to CRM or ticketing systems (Zendesk, ServiceNow, Freshdesk, etc.).
  • Understanding of network troubleshooting and basic IT infrastructure.

About the Role

  • Work in a collaborative, problem-solving environment with a team of technical experts.
  • Opportunities for professional growth and development.

Application Process

Interested candidates should submit their resume along with a brief cover letter highlighting their experience in technical support and troubleshooting telecom-related issues.

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