Technical Support Representative

4 weeks ago


Pasig, Philippines Hunter's Hub Inc. Full time

Responsibilities

  • Provide Tier 2/3 support for VoIP, SIP, WebRTC , and other UCaaS-related issues.
  • Troubleshoot network-related problems affecting call quality (jitter, latency, packet loss, etc.).
  • Use tools like Wireshark for deep-dive packet analysis and RCA.
  • Monitor service alerts and incidents via dashboards and monitoring tools.
  • Work closely with product and engineering teams to escalate software-related issues.
  • Guide customers in network configuration for optimized UCaaS performance (firewalls, QoS, NAT traversal).
  • Assist in customer onboarding and UCaaS platform configuration.
  • Maintain and update technical documentation and knowledge base articles.
  • Participate in on-call rotations and scheduled maintenance when needed.
Qualifications
  • Bachelor’s degree in IT, Computer Science, Networking, or equivalent work experience.
  • At least 1 year of experience in technical support or network operations, ideally in VoIP or UCaaS environments.
  • Proficient in networking fundamentals : TCP/IP, DNS, DHCP, NAT, VPN, VLANs, SIP, RTP.
  • Hands-on experience with packet analysis tools (e.g., Wireshark).
  • Familiarity with platforms like Zoom Phone, RingCentral, MS Teams, WebEx , or similar.
  • Strong communication skills with the ability to simplify complex technical concepts.
  • Comfortable supporting Windows, macOS, Android, and iOS platforms.
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