What are the responsibilities and job description for the Carrier Support Technician position at Sangoma?
Customer Support - Hybrid
Sangoma is an industry-leading, profitable, and growing Communication as a Service (CaaS) company with a complete end-to-end communications product portfolio, including a wide range of cloud offerings, including Unified Communications, Video Meetings, Mobility, Fax, SIP Trunking, and CPaaS.
Your Role:
Sangoma Communications is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
Sangoma is an industry-leading, profitable, and growing Communication as a Service (CaaS) company with a complete end-to-end communications product portfolio, including a wide range of cloud offerings, including Unified Communications, Video Meetings, Mobility, Fax, SIP Trunking, and CPaaS.
Your Role:
- Answer inbound calls, emails, support tickets, and live chats from clients regarding technical issues with products and services, with a primary focus on resolving Level I issues.
- Use software such as PuTTY, Wireshark, and Microsoft SQL Server to collect and validate data related to customer trouble reports.
- Escalate voice network issues to vendors/underlying carriers and ensure timely resolution through consistent updates and case tracking
- Report and escalate critical issues to Level II/III technicians when necessary
- Participate and contribute to daily support meetings while providing accurate meeting minutes to the department
- Create evening shift report to summarize outstanding issues and communicate escalations to teammates
- Create and update wiki articles for both VI's customer-facing and internal knowledge base
- Conduct self-directed research pertaining to VoIP, CPaaS, and other topics relevant to the department to enhance the skill set and knowledge sharing amongst the department
- Prior customer service experience with a passion for problem resolution
- Expert knowledge in Microsoft Office and G-Suite
- Strong organizational skills
- Strong verbal and written communication skills with the ability to effectively communicate with less technical customers
- Comfortable working on a team with fluid priorities
- Able to work with and learn new technologies
- Interest in automating frequent manual tasks and processes
- Good English, verbal and written.
- Customer service experience.
- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
- Matching 401K program
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high-growth career opportunities
Sangoma Communications is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
