Cloud Technical Support Specialist

hace 4 semanas

Medellín, Antioquia, Colombia Sangoma A tiempo completo

Technical Support Role

We are looking for a talented Technical Support Representative who will troubleshoot and resolve issues throughout our entire product line and assist customers with technology rollouts of our telephony products. Our TSE's also work hand in hand with our development, customer service, and sales staff to enhance the overall customer experience. The successful candidate will join a work environment that cares, dynamically shares knowledge/skills, and encourages growth at all levels.

Key Responsibilities

  • Diagnose and troubleshoot technical issues with Sangoma products
  • Ask customers targeted questions to quickly understand the root of the problem
  • Provide Support in line with appropriate SLAs
  • Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal or external support resources to provide customer-centric solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of wiki guides
  • Maintain an open but professional relationship with customers and colleagues

Requirements

  • Familiarity with Linux, Android, iOS, MacOS, and Windows operating systems
  • Command line skills in Linux
  • Experience installing Linux on bare metal and in the cloud
  • Possess the ability to troubleshoot and debug software/hardware issues
  • Experience with Asterisk-based phone systems
  • A solid understanding of TCP/UDP/IP networking
  • Ability to communicate verbally and in writing in the English language
  • An associate's degree, or equivalent, is required
  • A bachelor's degree or equivalent is preferred

About Sangoma

Sangoma's value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking.

Job Type

Full-time

Experience

Cloud Technical: 2 years (Required) Linux: 1 year (Required)

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