Technical Support Representative L2 (VOIP / Telephony Account)

Embark on a journey of success with Nezda as a Technical Support Representative L2 for VOIP / Telephony Account.

Qualifications :

2+ years experience in customer-focused / customer experience role handling any VOIP / Telephony Account

Strong technical troubleshooting skills, perseverance, and patience

Required experienced in VOIP technology including SIP, RTP, QoS, COS, codecs for at least 2 years

Knowledge of network troubleshooting and terminology including LAN / WAN, Routers, Firewalls, Switches, PBX deployment, TCP / IP (IPv4), DNS, etc.

Job Description :

Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform

Provides Enterprise level technical support to all Enterprise customers

Troubleshoots and reproduces customer technical issues to resolution and / or escalates

Applies expert knowledge of RingCentral services and VOIP technology

Responsible for training customer administration of RingCentral platform

Answers complex technical questions and offers workarounds for customer networks

Provides quick and accurate handling of support interactions phone, screen sharing and email

Follows up with customers, ensuring customer is up to date and satisfied with resolution

Responds promptly to escalations while keeping detailed case notes

Manages customer expectations and experience to deliver high customer satisfaction and increase retention

Regularly achieves and exceeds service level agreements and quality customer satisfaction targets

Remain current on software defect and upgrades

Manage escalated issues and collaborate with other internal departments to expedite resolution

Help develop and maintain customer facing and internal help articles

Schedule : Night Shift

Work setup : Onsite / RTO (2-3x per day onsite)

Location : Both Ortigas and Cubao (non-negotiable)

Salary : 35,000 package basic, non-negotiable + 20% night differential + On top Lucrative Allowances after 6 months and Benefits (to be discussed during initial interview)

WAYS TO APPLY :

Send your resume to : .

Apply through link :  .

WEARENEZDA

Job Category : TSR Job Type : Full Time Job Location : Cubao Ortigas