Support Engineer
2024-07-31
Colombia
Nobel
A brand with enhanced visibility in the CCAAS market, NobelBiz strives to embrace customers through well-designed, customer-centric products and services. The hosted and telco products portfolio blends into a comprehensive ecosystem that turns NobelBiz into a one-stop shop for customers needing prompt delivery, excellent services and trustworthy business consultants with 20+ years of experience to share.
Responsibilities:
Providing frontline support to customers and troubleshooting technical issues via various channels such as phone, email, chat, or ticketing system.
Assessing incoming support requests and prioritizing them based on severity and impact.
Diagnosing and resolving technical issues related to telecom and CCaaS services, including network connectivity problems, software configuration errors, and system performance issues.
Documenting support interactions, including the steps taken to resolve issues and any relevant troubleshooting procedures.
Educating customers on how to use the telecom or CCaaS platform effectively, including providing training sessions, webinars, or documentation to help users maximize the value of the services provided.
Monitoring customer satisfaction and gathering feedback on support interactions to identify areas for improvement.
Monitoring system alerts and proactively identifying potential issues before they escalate into customer-facing problems.
Requirements:
Must have:
3+ years experience in working in a CCaaS/telecommunications environment with a strong understanding of VoIP, SIP, PBX, call routing, IVR systems, and cloud-based contact center platforms.
The ability to methodically troubleshoot technical issues, identify root causes, and implement effective solutions.
Excellent communication skills, both verbal and written, are essential for effectively interacting with customers and providing clear, concise explanations of technical concepts and solutions.
The capacity to manage multiple tasks simultaneously, prioritize incoming support requests based on urgency and impact, and meet established service level agreements (SLAs) for response and resolution times.
Nice to have:
Familiarity with scripting languages such as .NET, JavaScript and C#
Experience with SQL (Microsoft or/and MySQL).
A keen eye for detail for accurately documenting customer interactions, troubleshooting steps, and resolution procedures.
Must be able to cope under pressure and work to stringent timelines.
What we offer:
Permanent long-term collaboration contract
Full-time position (40h a week)
Rewarding compensation package consisting of salary and a performance bonus
Remuneration in USD
Flexibility of working from home from any corner of the world
Vacation days (paid time off and national days)
Great collaborative culture with an international team of over 25 different nationalities
Training, team building, fun at work activities
Opportunities for growth and development
Yearly performance reviews
Wellbeing program with workshops and webinars led by experts
Responsibilities:
Providing frontline support to customers and troubleshooting technical issues via various channels such as phone, email, chat, or ticketing system.
Assessing incoming support requests and prioritizing them based on severity and impact.
Diagnosing and resolving technical issues related to telecom and CCaaS services, including network connectivity problems, software configuration errors, and system performance issues.
Documenting support interactions, including the steps taken to resolve issues and any relevant troubleshooting procedures.
Educating customers on how to use the telecom or CCaaS platform effectively, including providing training sessions, webinars, or documentation to help users maximize the value of the services provided.
Monitoring customer satisfaction and gathering feedback on support interactions to identify areas for improvement.
Monitoring system alerts and proactively identifying potential issues before they escalate into customer-facing problems.
Requirements:
Must have:
3+ years experience in working in a CCaaS/telecommunications environment with a strong understanding of VoIP, SIP, PBX, call routing, IVR systems, and cloud-based contact center platforms.
The ability to methodically troubleshoot technical issues, identify root causes, and implement effective solutions.
Excellent communication skills, both verbal and written, are essential for effectively interacting with customers and providing clear, concise explanations of technical concepts and solutions.
The capacity to manage multiple tasks simultaneously, prioritize incoming support requests based on urgency and impact, and meet established service level agreements (SLAs) for response and resolution times.
Nice to have:
Familiarity with scripting languages such as .NET, JavaScript and C#
Experience with SQL (Microsoft or/and MySQL).
A keen eye for detail for accurately documenting customer interactions, troubleshooting steps, and resolution procedures.
Must be able to cope under pressure and work to stringent timelines.
What we offer:
Permanent long-term collaboration contract
Full-time position (40h a week)
Rewarding compensation package consisting of salary and a performance bonus
Remuneration in USD
Flexibility of working from home from any corner of the world
Vacation days (paid time off and national days)
Great collaborative culture with an international team of over 25 different nationalities
Training, team building, fun at work activities
Opportunities for growth and development
Yearly performance reviews
Wellbeing program with workshops and webinars led by experts