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Technical Support Specialist

7 days ago

Mumbai, Maharashtra, India TalentBridge Full time
About the Role

TalentBridge is 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.

  • 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

To be successful in this role, you will need:

  • Experience in Technical Support (Breakfix, troubleshooting, or help desk roles preferred).
  • A 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.
  • The ability to manage multiple support tickets while maintaining high service levels.