Tier 2 Technical Support Engineer
Description: Our client is a leading provider of SaaS based telephony, selling per user licences to enterprise customers as well as selling a range of Polycom and Cisco hardware, conferencing and web collaboration tools. With over 1,200 staff and supporting more than 300,000 customers worldwide with multiple international offices.
Job Description:
- This is a Tier 2 Technical Support Engineer role providing support to UK customers
- Problems solving and working proactively with customers
- Delivering value to customers by getting the most out of our service including helping them setup and optimize their hosted PBX solution to meet their needs
- Technical troubleshooting their network and optimising VOIP quality of service
Responsibilities:
• Handling technical problems from first call to technical product issues to network troubleshooting
• Investigate defects and report to 3rd line, Service Engineers and Network teams
• Managing incidents working with the NOC
• Use your knowledge of services, VOIP technology and networking hardware/software
• Expert in our network architecture required to support VoIP services
• Recommend network hardware, software and design elements
• Solve technical issues and recommend suitable solutions
• Utilise network monitoring to identify and root issues
• Handle customer support issues whilst creating detailed case notes
• Manage customer expectations and experience to deliver high customer satisfaction
• Manage escalated issues and cooperate with other departments to find a quick resolution
• Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
• Identify upsell opportunities and describe solutions in a compelling way
• Help develop customer facing and internal help articles
QUALIFICATIONS
• Strong technical troubleshooting skills, perseverance and patience
• 4+ years’ in customer focused role such as presales or post-sales technical support
• Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
• Expert in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
• Cisco CCNA or equivalent is desirable
• Experience configuring, updating and supporting VOIP solutions in a multi-location environment
• Experience supporting telecommunications, networking or SaaS products
• Ability to work efficiently in a highly demanding team-oriented and fast paced environment
• Experience working for a company known for its focus on customer service
• Ability to communicate and empathise with all levels of customers
Location: London – W5
Salary £40,000.00 – £45,000.00 Per Annum
OTE £50,000.00
To apply please send your CV to Connor Hanley at Syntony (Search & Selection) Ltd