Technical Support Engineer

Toku's mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.

Toku is currently getting into a scale-up mode. We want to continue creating momentum for our products in the APAC regions and helping customers with their communications needs. We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Engineer.

As a vital point of contact for our clients, you will be responsible for addressing support issues and SLAs, managing and prioritizing tickets with internal teams, and providing support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional stakeholder management skills, a technical background in VOIP support, and a passion for delivering outstanding customer experiences.

Responsibilities:

1. Monitor client service availability and performance, proactively identifying potential disruptions and taking corrective actions.
2. Monitor the health and performance of the voice and SMS network infrastructure using monitoring tools and dashboards.
3. Respond promptly to alerts and incidents, diagnosing and resolving technical issues to minimize service downtime.
4. Provide clear and concise updates to clients regarding the status of their issues, ensuring transparency and timely communication.
5. Notify customers of routine maintenance tasks, software updates, and system patches to keep the network environment up to date.
6. Perform initial interconnection setup steps for new voice clients and vendors.
7. Ensure up-to-date escalation matrix of clients and vendors is maintained.
8. Assist in creating and maintaining knowledge base articles and resources for both internal teams and clients.
9. Participate in ad-hoc tasks as requested by the team management. Serve as the primary point of contact for clients seeking technical assistance via various communication channels (phone, email, ticketing system).
10. Respond promptly to client inquiries, diagnosing and troubleshooting technical issues related to our services.
11. Follow standard procedures for troubleshooting and escalating technical issues, adhering to established service level agreements (SLAs).
12. Escalate complex technical issues to Tier-2 or Tier-3 teams while ensuring clear communication with clients about the escalation process.
13. Collaborate with Tier-2 and Tier-3 teams to ensure client SLAs are met, participating in incident response and resolution.
14. Document client interactions, issues, and resolutions in the ticketing system, maintaining accurate records for future reference.
15. Participate in regular training sessions to enhance technical knowledge and skills.

Minimum Requirements:

1. Bachelor's degree in Computer Science, or a related field (or equivalent work experience).
2. Proven experience in a customer-facing technical support role, preferably in the VoIP or telecommunications industry.
3. Familiarity with ticketing systems, service monitoring tools, and remote support tools.
4. Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical clients.
5. Problem-solving mindset with the ability to analyze issues, determine root causes, and implement effective solutions.
6. Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.
7. Strong commitment to delivering exceptional customer service and ensuring client satisfaction.
8. Knowledge and understanding of VoIP and SMS technologies, protocols, and industry best practices would be an advantage.
9. Should be willing to work in shifting schedules and at the office.