UCaaS Support Specialist

3 days ago

Pasig, National Capital Region, Philippines beBeeUcaas Full time $52,000 - $70,100

Job Title: UCaaS Support Specialist

Description:

We are seeking an experienced UCaaS Support Specialist to provide expert support for our clients' Unified Communications as a Service (UCaaS) systems. As a key member of our team, you will be responsible for troubleshooting and resolving issues related to call quality, system features, and connectivity via phone, email, and our support portal.

Key Responsibilities:

  • Troubleshoot voice network issues and provide technical assistance to clients, ensuring timely resolution and high-quality service delivery.
  • Process and fulfill Move, Add, and Change (MAC) requests for client accounts, including user provisioning, device configuration, call routing updates, and other administrative tasks.
  • Analyze call logs and system data to identify root causes of issues and pinpoint recurring trends, enabling data-driven decision-making.
  • Evaluate complex problems and escalate them to higher-tier support, vendors, or service providers while meticulously tracking progress to ensure timely resolution.
  • Document troubleshooting steps and solutions to build a comprehensive knowledge base and offer suggestions to improve existing processes.

Requirements:

  • 1-3 years of experience in UCaaS/VoIP support.
  • Excellent written and verbal communication skills to effectively collaborate with clients and internal teams.
  • Strong problem-solving and critical thinking skills to analyze complex issues and develop effective solutions.
  • Attention to detail and time management skills to prioritize tasks and meet deadlines.
  • Knowledge of VoIP and UCaaS fundamentals, networking fundamentals, and help desk tools.

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