Position Overview:

We are seeking a dedicated VoIP Support Agent to join our team. The ideal candidate will handle initial support tasks, including basic troubleshooting, configuration, and customer assistance with VoIP systems and voice-related issues. This role focuses on addressing entry-level issues, escalating more complex cases as needed, ensuring efficient communication for customer satisfaction, and troubleshooting VoIP systems and voice issues across various networking environments.

Key Responsibilities:

• Provide initial troubleshooting and support for VoIP-related issues via tickets, chat, and email.
• Assist customers with basic VoIP system configurations and setup guidance.
• Identify and resolve common issues such as call quality, connection problems, and device setup.
• Document and track customer interactions and solutions in the support system.
• Escalate complex issues to Level 2 support or appropriate teams when necessary.
• Monitor VoIP service alerts and performance, reporting any anomalies according to standard procedures.
• Follow standard operating procedures for support, ensuring timely and accurate customer responses.
• Support customers in using VoIP features and tools, providing guidance on functionality and best practices.

Qualifications:

• Basic knowledge in the SIP protocol and strong understanding of PBX/VoIP/Routing.
• Basic experience with Linux command-line interface; Debian preferred.
• Familiarity with networking protocols such as IPv4, TCP/UDP, VoIP, SIP.
• Knowledge of Asterisk is a plus.
• Strong problem-solving skills and the ability to work independently.

Why Join ILLYVOIP?

• Be part of a dedicated team passionate about revolutionizing business communication.
• Engage in continuous learning and professional development opportunities.
• Contribute to innovative projects that make a positive impact on client operations.