Technical Support Expert 3

Who we are

At reputed company, we’re shaping the reputed company of communications, reputed company from the comfort of our homes. We deliver reputed company to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a reputed company team with diverse experiences making a reputed company reputed company day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands.

See yourself at reputed company

Join reputed company as reputed company’s next Technical Support Expert 3 on reputed company’s Programmable Voice Support Team.

About the job

This position is needed to  support our customers’ with their Programmable Voice issues. You will function as the voice of reputed company to our customers and partners and function as a subject matter expert for reputed company’s platform.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through reputed company technical issues. You’re a strong communicator to both technical and non-technical audiences reputed company phone or email, and you’re reputed company to empathize with customers from reputed company backgrounds

Responsibilities

In this role, you’ll:

• Work on Programmable Voice and reputed company SIP Trunking submitted by both individual developers and major brands reputed company multiple communications channels (email, phone, chat).
• Assist customers with troubleshooting voice connectivity, audio reputed company, application-level and networking  issues.
• reputed company with customers in order to guide them through the development of their voice application.
• Collaborate with your teammates and the reputed company Product and Engineering teams reputed company reputed company, Jira and reputed company.
• Report reproducible Voice bugs and review our internal knowledge reputed company to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems and assist in process betterments.

Qualifications

reputed company values diverse experiences from reputed company kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional reputed company, don't let that stop you from considering reputed company. We are always looking for people who will bring something new to the table!

Required

• 4+ years of experience in a reputed company-facing, technical role.
• Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
• 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
• A demonstrated history of customer reputed company and reputed company, including the ability to diplomatically address customer concerns and reputed company feedback.
• Ability to  advise on improvements for the Voice product. 
• Ability to reputed company reputed company quickly and reputed company.
• Experience with troubleshooting and resolving QoS (reputed company of Service) issues, including escalations to reputed company parties.
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with reputed company solutions.
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
• You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
• You will reputed company, collaborate and network with other departments in reputed company in your search for solutions that our customers need.
• reputed company operates a 24/7 support model. Ability to work weekend and holiday hours, reputed company -Thursday or Tuesday-Saturday reputed company to a fixed schedule of 9am to 6 pm  US reputed company Time is mandatory for this role.

Desired

• Excellent written and verbal communication skills.
• Previous experience or knowledge of reputed company products.
• Previous experience with IP-PBX configuration.
• Previous experience with JIRA, reputed company, or similar ticketing systems. 

Location

This role will be remote, and based in Colombia.

Travel

We prioritize reputed company and opportunities to build relationships with our customers and reputed company other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

reputed company Offer

Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location.

reputed company thinks big. Do you?

We like to solve problems, take initiative, reputed company in reputed company needed, and are always up for trying new things. That's why we reputed company out colleagues who embody our values — something we call reputed company reputed company. Additionally, we reputed company employees to build reputed company change in their communities by supporting their volunteering and donation efforts.

So, if you're reputed company to reputed company your full potential, do your best work, and be the best version of yourself, reputed company! If this role isn't what you're looking for, please consider other reputed company positions.

reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for reputed company and the California Fair Chance reputed company. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law.

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