Technical Support (Tier 1) VoIP Solutions

Location: Somerset West

Department: Customer Support

Position Type: Permanent

Schedule: Rotating Shifts (24/7 availability)

Role Overview

A customer-focused technical support role serving as the first point of contact for users of a VoIP software platform. Responsibilities include troubleshooting, resolving technical issues, and delivering high-quality support via phone, email, and chat.

Key Responsibilities

• Provide Tier 1 technical support for VoIP systems.
• Troubleshoot platform and network performance issues.
• Recreate customer environments to test and resolve issues.
• Assist with system updates, configuration, and performance monitoring.
• Maintain clear communication with customers regarding issue status.
• Collaborate with internal teams to improve processes and customer experience.

Required Experience & Skills

• 23 years in customer service or call center, preferably in Telecom/IT.
• Strong knowledge of network architecture and VoIP technologies.
• Proficient in Linux CLI and database troubleshooting.
• Familiar with IP phones, ATA adapters, softphones, and networking.

Preferred Certifications

• CCNA, CCNP, JNCIA, JNCIP (not mandatory but advantageous)

Core Competencies

• Clear and effective communication
• Strong problem-solving and analytical skills
• Detail-oriented and organized
• Good time management in fast-paced environments
• Proactive, self-driven, and a collaborative team player