Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Technical Support Representative for BCM One to assist customers with VoIP and SIP technology issues. Troubleshooting, documenting, and providing excellent customer support within a hybrid work environment.
Responsibilities
- Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures
- Ability to answer general questions and assist Customers and Partners regarding account status, portal access, account cancelations, address validation, billing inquires, and general order services
- Assist Customers and Partners with troubleshooting SIP Trunk configurations, troubleshooting and reviewing SIP messages and assign Customer SIP Credentials
- Assist Customers and Partners with troubleshooting Messaging (SMS/MMS)
- Troubleshoot device connectivity and failover status for Managed SIP Trunking Customers
- Assist with identification verification and monitoring for International & Domestic Fraud
- Review customer requested CNAM presets E911 Endpoint review and configuration
Requirements
- Bachelor's or equivalent work experience preferred
- 1+ years experience in a customer-facing role
- 1+ years working with voice or internet technology
- Excellent analytical, troubleshooting, and customer service skills (written and verbal)
- Ability to quickly learn and adapt in an ever-changing environment
- Experience with helpdesk, ticketing software, and troubleshooting tools
Benefits
- Competitive industry salaries with annual reviews
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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