Response Center Analyst - VOIP

JD for Tire 1 ( Global Operation Center)

What Youll Be Doing

A Tier 1 Analyst typically responding to and resolving initial support requests, troubleshooting basic issues, and escalating more complex problems as necessary. Providing front-line support to users via phone, email, or chat, ensuring a positive customer experience. Keeping an eye on system performance and alerts, identifying and addressing issues before they escalate. Maintaining accurate records of incidents/Service Request, resolutions, and changes in the support ticketing system. Performing basic diagnostics on hardware and software issues, including installation and configuration assistance. Working closely with internal (Tier 2 Tier 3 teams) to relay information and assist with escalated issues.

1. First call resolution,
2. Abandon call rate,
3. Customer Satisfaction surveys Key Relationships

Skills:

• Excellent problem solving skills with demonstrated success in root cause analysis.
• Mandate communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
• Ability to work effectively across all functional groups, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, team interaction, planning and organizing, attention to detail, stress tolerance
• Strong analytical, troubleshooting and documentation skills.
• Excellent Interpersonal Skills, Self-motivated & ability to work on own or with teams
• Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements

Technical Expertise:

• In-depth knowledge of IP telephony systems such as Avaya, Cisco, ShoreTel, Mitel, NEC..etc ( Mandate with 2 Skills )
• Monitoring and basic troubleshooting experience with telephony gateway devices, Communication Server (CS1000), Signalling Server, Media Gateways, Meridian Mail, Call Pilot, Including analog and digital gateways, SBC (Session Border Controllers), and PRI/SIP trunks.
• Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
• Strong understanding of network troubleshooting

Experience Requirements:

2+ years of technical support experience in a IP Telephony

• Mandate Technology (Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC, Ring Central, Cognigy, etc)
• knowledge and experience of customer service practices
• Hands on experience with diagnosing and resolving basic technical issue
• Tools: Service Now, ProComm, Putty, etc.