The Associate will be a key member of our Service Delivery team, offering first-line support and resolution for basic technical issues. This role is critical in maintaining our high standards of customer service and ensuring smooth operations. The successful candidate will have a strong foundation in IP telephony systems and networking technologies, with excellent problem-solving and good communication skills.
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Respond to and resolve initial support requests, focusing on first call resolution.
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Troubleshoot basic issues and escalate complex problems to higher tiers as needed.
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Provide front-line support via phone, email, and chat, ensuring a positive and timely customer experience.
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Monitor system performance and alerts, taking proactive measures to prevent issues.
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Maintain accurate records of incidents, service requests, and changes in the support ticketing system.
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Perform basic diagnostics on hardware and software, offering installation and configuration assistance.
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Work closely with internal teams to relay information and assist with escalated issues.
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Ensure timely and accurate issue resolution, fostering a seamless client experience.
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Stay updated on IP telephony systems and networking technologies to provide effective support.
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1+ years of technical support experience in IP Telephony is mandatory.
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In-depth knowledge of at least two IP telephony systems: Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC, etc.
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Familiarity with networking technologies: LAN/WAN, VLAN, MPLS, VoIP, etc.
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Strong understanding of network troubleshooting and basic diagnostics.
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Excellent problem-solving skills with a track record of successful root cause analysis.
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Mandate communication skills, both written and oral, with a focus on clarity and information delivery.
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Ability to work effectively across functional groups and prioritize tasks based on urgency.
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Hands-on experience with diagnosing and resolving basic technical issues.
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Proficiency with tools like Service Now, ProComm, and Putty is preferred.
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A customer-centric approach and a passion for delivering exceptional support.
