Voip Engineer

Voip Engineer

CSS Corp | Chennai, TN, IN

Posted a month ago

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Description


Role: VOIP SUPPORT ENGINEER

Shift: Should be flexible to work rotational shift

Exp: 2 - 6 Years

Location: Chennai- Work from office




Job Description:
Troubleshoot all Level 1 calls/chats/emails from the customers.
Focus on customer satisfaction.
Document all communication with customer in the CRM.
Manage his/her backlog efficiently
Notify/Discuss with TL/Manager on SR's that require assistance
Timely handoff (escalation) of cases that require technical or political to L2 TAC
Plan and constantly work on upgrading tech and product expertise.
Contribute to the knowledge base.
Suggest improvements / be proactive



Required Skillset:
Excellent written & verbal communication skill in english.
Good understanding of VoIP technologies, networking and telecommunications, IP telephony. Need to have clear understanding on how VOIP calls are getting connected and terminated & What the role of SIP in VOIP
Moderate understanding of Packet Switching, Type of VOIP protocols, H323, SIP, RTP OSI Model, MAC Addressing, Subnetting, TCP, DNS, Ping/Traceroute, DHCP, telnet, Routing
Basic knowledge of SAAS products
Capable of carrying out screen-sharing to help customers get set up and operational
Familiar with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management.