2-4 years experience in a client-facing technical role.
A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
Ability to communicate complex concepts to customers with a range of technical backgrounds.
Experience delivering proactive guidance and suggesting workarounds to minimize business impacting downtime.
Experience troubleshooting applications including the ability to experiment with software and telecommunications systems, reproduce customer reported behaviors and communicate these to engineers and vendors.
The time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets.
2+ years of telecom experience, including in-depth knowledge of SIP and IP Telephony protocols and the use of packet capture tools (e.g. Wireshark) to identify irregularities.
Product knowledge of VOIP PBX software and equipment, including experience implementing, deploying, maintaining and supporting Avaya, Cisco, Asterisk, FreePBX or similar platforms of significant size.
Experience troubleshooting and resolving QoS (Quality of Service) issues, including obtaining urgent resolutions from third party vendors.
Experience troubleshooting WebRTC applications.
A firm understanding of computer networking and the technology stacks common to the Web ecosystem.
Experience working collaboratively with team members in different geographic locations and time zones.
Demonstrated ability to mentor and coach colleagues.
Able to work standard USA working hours.
Able to work a shift schedule that includes a weekend day.
Ability to work additional hours, weekends and holidays (as needed) may be required.
A Bachelor’s degree or equivalent work experience (5+ years industry experience in a similar role).