Technical Support Specialist

3 days ago

Somerset West, South Africa Outsource-x Full time

As a key member of our team, you'll get to collaborate with both internal teams and customers, continuously learning and improving our platform and processes.

**What You’ll Do**
**Become the Expert**: Develop into a Subject Matter Expert (SME) in troubleshooting the platform and network, diving deep into the mechanics of VoIP solutions to provide intermediate to advanced technical support.
**Customer Interaction**: Serve as the first point of contact for customers, answering their questions, resolving technical issues, and delivering high-quality service that goes above and beyond.
**Troubleshoot and Resolve**: Quickly identify issues with platform and network performance, working to resolve them in a timely manner while escalating more complex cases with thorough documentation to higher-tier teams.
**Replicate and Diagnose**: Recreate customer environments in lab servers, testing and troubleshooting issues to ensure accuracy in resolutions.
**Improve and Recommend**: Compare customer settings with best practices, offering insightful recommendations for system optimization.
**Update and Configure**: Help customers navigate system updates and configuration changes, guiding them step-by-step to keep everything running smoothly.

**Monitor & Optimize**: Regularly check system performance and troubleshoot potential issues to ensure the platform’s reliability and uptime.
**Keep Customers in the Loop**:Provide customers with timely updates on issue resolution progress, ensuring transparency and satisfaction.
**Teamwork Makes the Dream Work**:Work closely with internal teams to improve processes, provide feedback, and contribute to customer success.

**What We’re Looking For**
**Experience**:
2-3 years in a customer service or call center role, preferably in the Telecom or IT industry.
**Technical Skills**:
Familiarity with network architecture**:

- Required**
Experience using Linux CLI for troubleshooting and managing databases. - **Required**
Understanding of VoIP protocols, IP phones, ATA adapters, softphones, and general networking principles. **-Required**
**Certifications (Plus)**:
CCNA, CCNP, JNCIA, JNCIP - if you’ve got ‘em, we love ‘em
**Core Competencies**:
**Communication**:You’ve got a knack for explaining complex concepts in a way that’s easy for anyone to understand.
**Problem-Solving**:When something goes wrong, you’re the one who dives in to figure out the best fix.
**Attention to Detail**:You’re thorough and don’t miss a thing, whether you’re troubleshooting an issue or documenting a customer case.
**Time Management**: You’re great at juggling multiple tasks in a fast-paced environment while ensuring quality work.
**Self-Starter**: You take ownership of challenges and aren’t afraid to ask questions or seek guidance when needed.
**Team Player**:Collaboration comes naturally to you, but you’re also comfortable working independently.

**Experience**:

- Technical Support: 2 years (required)

Work Location: In person

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