The Level 2 VoIP Technical Support Engineer is a great position for a person who has a strong commitment to assist others and is a natural problem solver. It requires a technical background, outstanding interpersonal skills, and attention to detail. This is a tech position, where you will be trained in device provisioning and testing on our proprietary telephony platform, fax capabilities, texting and several other business-centric offerings, as well as troubleshooting and system support. You’ll be joining a team of professionals that are highly skilled in implementing, and supporting telecommunications solutions. We will provide you with the necessary tools and training to succeed. Our customers’ feedback tells us that our biggest differentiating factor is our great US-based tech support staff. No robo-support. Just terrific people helping customers. This is an opportunity to receive on-the-job training in a field which is growing exponentially. In person work Monday to Friday, and occasional on call rotations after hours.

Benefits included: Opportunities to develop your career in an organization with a proven track record of advancement A friendly, family-oriented work culture with weekly team lunches and company outings, Opportunities for hands-on technical training and the ability to contribute to future company initiatives, Generous market competitive total compensation package, 401(k) with company match, Health Insurance, Paid time off plus holidays, Paid training opportunities, High-growth,-paced environment with collaborative and unique team culture.

If you want to work in an innovative, and fast-paced environment, you're the perfect candidate for this job, especially if you are creative with a talent for solving both routine and unique problems. To succeed in this position, you will need to support corporate customers, in a highly visible role that has a positive impact on both the customer and the our company.

Responsibilities

• Assist our business customers with issues concerning their VoIP phone service.
• Provision, install, test, and troubleshoot VoIP devices and associated equipment using a variety of tools, processes and acquired knowledge.
• Correspond and follow up on high ticket volumes via emails, chat and calls from our customers.
• Effectively resolve or escalate customer queries in a considerate, accurate, and timely manner.
• Compose thoughtful, personalized responses for a variety of consumer requests.
• Use critical thinking skills to answer and solve inquiries, requests and problems, always looking to achieve quick and efficient resolution.
• Identify recurring technical issues and propose solutions to address the root of the problems.
• Effectively multi-task; quickly responding to requests in addition to current tasks being performed.
• Work with other staff and departments to provide exceptional service and ensure customer satisfaction.
• Open and follow up on detailed support cases with vendors.

Qualifications

• College degree is preferred, or comparable experience in the field.
• 2-3 years work experience in a customer service field, with experience in a technical support role in SaaS, Networking, or telecommunications environment.
• Willingness to learn, follow processes, work in a team and take direction.
• Candidate should have strong verbal and written communications, attention to detail, time management, work organization and analytical skills.
• Computer proficiency is required along with the ability to work within multiple web-based applications and programs.
• Must be able to prioritize and re-prioritize as needed in a fast-paced working environment, especially when dealing with time-sensitive issues and mandated deadlines.
• Must have effective interpersonal skills to interact successfully with customers, management and team members to ensure customer satisfaction.
• Experience with inventory management, order fulfillment of telecom equipment is a plus.
• We would love it if you have experience in some of the following:
• Networking: Routing / Firewalls / VLAN
• Internet Protocols: DNS / SSL / DHCP / TCP / UDP
• SIP / VoIP: OpenSIPS / Kamailio / FreeSWITCH / Asterisk
• Network traffic monitoring, Wireshark, pcaps
• Customer Facing Ticketing Systems : Salesforce/Zendesk/Freshdesk/Zoho(preferred), etc
• Proficiency with Microsoft Office (Word and Excel) / Google Apps is a must.

Location: Brooklyn

Salary: $40-50k

To apply or for more information, please email your resume to Sophia@SwiftStaffingGroup.com with the subject line "Level 2 IT - Job ID #2441791."

To get the "full list" of the current career opportunities, WhatsApp 732-800-7633 

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