Cloud Technical Support Specialist
hace 3 semanas
Cloud Technical Support
Sangoma's innovative solutions are designed to provide unparalleled service reliability and scalability. Our comprehensive communication and productivity platform includes UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking. We are seeking a skilled Technical Support Representative to troubleshoot and resolve issues across our entire product line, while assisting customers with technology rollouts of our telephony products.
As a key member of our team, you will work closely with our development, customer service, and sales staff to enhance the overall customer experience. The successful candidate will join a dynamic work environment that fosters knowledge sharing, growth, and collaboration.
Your Role:
- 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 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
Your Background:
- 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
- Able to troubleshoot and debug software/hardware issues
- Experience with Asterisk-based phone systems
- 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
Job Type: Full-time
Experience:
- Cloud Technical: 2 years (Required)
- Linux: 1 year (Required)
Language:
- Proficient English (Required)
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