Job Description
Overall purpose of the job:
1. Making sure support tickets are updated and resolved within agreed SLAs.
2. Working with third-party vendors where necessary to resolve issues.
3. Assisting the UC & CX Service Delivery Team as needed.
4. Escalating complex issues to senior UCC Specialist or Architects.
5. Providing occasional out-of-hours or on-site support for key UC services.
6. Being part of the emergency on-call Rota for out-of-hours support
Key responsibilities for this job:
7. Working directly with customers in a professional and solution-oriented manner.
8. Strong communication skills and a proactive approach to customer service.
9. A solid understanding of SIP (intermediate level).
10. Being an escalation point internally and externally.
11. Maintaining a high NPS.
12. Troubleshooting customer issues and resolving within the SLA.
13. Ability to deal with customers in a professional manner.
14. Any other fair and reasonable task or duty assigned to you by your manager, or other senior Exponential-e Ltd staff member
Knowledge and experience required:
15. Experience working with Carrier Grade UCaaS Platforms / Soft Switches.
16. Confident in SIP troubleshooting and network diagnostics.
17. Intermediate SIP troubleshooting knowledge.
18. Hands-on experience working in a technical support environment.
19. Knowledge of routers, switches and customer LAN environments.
20. Microsoft Teams
21. Contact center
22. Reporting tools
23. Cisco Webex