Technical Support Representative

Hunter's Hub Inc.

RM1.7-2.1K[Bulanan]

Di lokasi - Pasig<1 Thn PengalamanPendidikan tidak diperlukanSepenuh-masa

Kongsi

Provide technical support and troubleshooting for issues related to VoIP, SIP, WebRTC, and cloud communications platforms.
Analyze and resolve complex network-related problems affecting voice and video communication quality (e.g., jitter, latency, packet loss).
Monitor and manage alerts from UCaaS platforms and related infrastructure.
Work with customers, partners, and internal teams to investigate and resolve service-impacting issues.
Perform root cause analysis (RCA) and document findings, solutions, and preventive measures.
Collaborate with the engineering and product teams to escalate and resolve systemic or software-related issues.
Guide customers on network optimization for UCaaS performance (firewall configurations, QoS, NAT traversal, etc.).
Assist in onboarding and configuring new customers on the platform.
Maintain knowledge base articles and technical documentation to support end users and internal teams.
Participate in on-call rotations or scheduled maintenance windows as needed.

Bachelor’s degree in Information Technology, Computer Science, Networking, or related field (or equivalent experience).
Minimum 1 year of experience in technical support or network engineering, preferably in VoIP/UCaaS environments.
Solid understanding of networking concepts: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, firewalls, SIP, RTP.
Experience troubleshooting VoIP/SIP-related issues and packet captures using tools like Wireshark.
Familiarity with UCaaS platforms (e.g., Zoom Phone, RingCentral, Microsoft Teams, 8x8, Cisco WebEx, etc.).
Excellent communication and customer service skills with the ability to explain complex issues to non-technical users.
Experience supporting Windows, macOS, Android, and iOS platforms.

Pasukan JualanCRMSokongan Teknikal Selepas JualannetworkingUCaaS