Orion Innovation Türkiye Technical Support Engineer İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
QUALIFICATIONS AND JOB DESCRIPTION
We are looking for new team members to provide worldwide customer support for global team responsible for end to end partner support of Unified Communications - Cloud based Multimedia product,an end-to-end Cloud Managed Services with a comprehensive suite of Unified Communications as a Service (UCaaS), Communications Platform as a Service (CPaaS), and Contact Center as a Service (CCaaS) capabilities .The ideal candidate will be responsible for partner service requests, issue resolution and operations of a world-class multimedia service based oncloudmultimedia, real-time communications products.The primary focus of this candidate will be on Customer Support.
Key Required Skills:
· Bachelor or above technical degree in Telecommunications, Electronics Engineering or Computer Science
· IP, SIP, Linux, Windows experience required.
· Strong written and communication skills with the ability to work critical situations, while remaining focused, ability to build trust and influence
· Fast troubleshooting and decision-making skills
· The ability to troubleshoot and analyze complex SIP callp issues is required.
· Relevant technical courses in Networking and SIP preferred
· Desire to work and learn in a dynamic, fast paced-environment.
· Strong written and spoken English language skills.
· Self-motivated, good analytical skills and being eager to improve continuosly and take on responsibility
· Completed military service or deferred at least 2 years(for male candidates)
JOB DESCRIPTION
POSITION RESPONSIBILITIES
Resolution of customer reported issues atworld-class, globally-deployed, carrier-grade, white-labeled proprietary communications platform, ability to solve customer communication needs,defining the concern by reviewing available data and asking more questions if required, collecting data for investigation and doing problem analysis by using structured methods, presenting solution to the customer and doing follow-up until closure of the issue.
Troubleshoot partner issues on the cloudmultimedia, real-time communications products, to provide remote technical support to worldwide telco customers by using effective decision making skills and judgement. This is a direct customer liaison role interacting and communicating with Customer.
· Interact/engage product support teams when required, pointing them to the right direction with clear documentation of problem definition and progress
· Update shared knowledge wiki/how to pages maintained by the technical support team.
· Networking knowledge, utilize to isolate issues as quickly as possible in a multi-network environment.
· Troubleshoot SIP call issues using SIP ladder diagrams
· Participate in customer conference calls for issue resolution and account prime support.
· Development of support processes and methods.
· Working during non-business hours for collecting traces with customer contacts at maintenance windows can be required
· Advanced level of spoken English is mandatory, should frequently talk to customers on the phone, while working on the case
Benzer İş İlanları
