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Technical Support Representative

基本信息

参考编号

Req_00174403

主要地点

PH - Manila - Vertis North CC - Tower 3

国家

菲律宾

工作类型

Business Process Outsourcing

工作方式

On Site

描述和要求

About the job:

We are looking for Technical Support Engineers to join our Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications. You will function as the voice of our team to our customers and partners and function as a subject matter expert for our LOB's platform.


Responsibilities:

  • You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
  • You will interact, collaborate and network with other departments in your search for solutions that our customers need.
  • You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
  • Our team operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week.


Requirements:

  • 2+ years of experience in a client-facing, technical role.
  • Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
  • 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
  • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
  • Ability to help, train and mentor team-members, and advise on improvements for the Voice product.
  • Ability to make sound decisions quickly and efficiently.
  • Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
  • Strong knowledge of RESTful API's with the ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
  • Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.


Location:

  • Vertis North
语言参考
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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