VoIP Support L

About the role

Outsourcing Services International | OSI is seeking a skilled and motivated Tier 1 Support Agent to provide technical support for the Netsapiens Software solution and the infrastructure and routing supporting the platform. The role combines technical troubleshooting with customer service to help diagnose and resolve issues and support VoIP platform performance. It offers opportunities for growth and specialization in multiple career paths.

Responsibilities

• Develop expertise in platform and network troubleshooting and provide intermediate to advanced VoIP technical support.
• Assist clients by phone, email, and chat to resolve issues and answer questions.
• Identify and resolve platform and network issues, escalating complex cases with complete and accurate documentation.
• Recreate customer environments in lab servers to replicate and resolve issues.
• Compare customer settings with best practices and recommend adjustments as needed.
• Provide step-by-step instructions for system updates and configuration changes.
• Monitor and enhance system performance through regular maintenance and troubleshooting.
• Provide customers with timely status updates on issue resolution.
• Adhere to a rotating shift schedule to support 24/7 availability.
• Collaborate with cross-functional teams to improve processes and customer satisfaction.

Requirements

• 1-2 years of experience in a call center or customer service role, preferably in the Telecom or IT industry.
• Strong knowledge of the Netsapiens platform and network architecture is highly preferred.

Datos clave

• The role supports the Netsapiens Software solution and its supporting infrastructure and routing.
• The schedule includes rotating shifts to ensure 24/7 support availability.
• Requires 1-2 years of call center or customer service experience.
• Strong knowledge of the Netsapiens platform and network architecture is highly preferred.