Technical Support Representative L2 - Valle de Bravo, México - Nezda Technologies Inc.

Descripción

Embark on a journey of success with Nezda as a Technical Support Representative L2 for VOIP/Telephony Account.

Qualifications:
2+ years experience in customer-focused/customer experience role handling any VOIP/Telephony Account
Strong technical troubleshooting skills, perseverance, and patience
Required experienced in VOIP technology including SIP, RTP, QoS, COS, codecs for at least 2 years
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

Job Description:
Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform
Provides Enterprise level technical support to all Enterprise customers
Troubleshoots and reproduces customer technical issues to resolution and/or escalates
Applies expert knowledge of RingCentral services and VOIP technology
Responsible for training customer administration of RingCentral platform
Answers complex technical questions and offers workarounds for customer networks
Provides quick and accurate handling of support interactions phone, screen sharing and email
Follows up with customers, ensuring customer is up to date and satisfied with resolution
Responds promptly to escalations while keeping detailed case notes
Manages customer expectations and experience to deliver high customer satisfaction and increase retention
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets
Remain current on software defect and upgrades
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer facing and internal help articles

Schedule: Night Shift
Work setup: Onsite/RTO (2-3x per day onsite)
Location: Both Ortigas and Cubao (non-negotiable)
Salary: 35,000 package basic, non-negotiable + 20% night differential + On top Lucrative Allowances after 6 months and Benefits (to be discussed during initial interview)

WAYS TO APPLY:
Send your resume to: .
Apply through link: .

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