VoIP Support and Network Expert

23 hours ago

Manila, National Capital Region, Philippines beBeeSpecialist Full time $40,000 - $60,000

Customer Experience Specialist

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The role of Customer Experience Specialist is a dynamic position that requires a unique blend of technical and interpersonal skills. As a key member of our team, you will be responsible for providing top-notch support to our customers by troubleshooting and resolving issues related to VoIP systems and managed network services.

This is an ideal opportunity for someone who is passionate about delivering exceptional customer experiences and has a strong background in technical support, network administration, or a related field.

Your primary focus will be on providing timely and effective solutions to customer inquiries, whether through phone, email, or remote desktop assistance. You will work closely with our internal teams, including Network Operations and Field Services, to ensure seamless communication and efficient issue resolution.

In addition to your technical expertise, you will possess excellent communication and problem-solving skills, with the ability to work well under pressure and maintain a positive attitude in fast-paced environments.

Key Responsibilities:

  • Provide Tier 1 and Tier 2 support for VoIP systems and managed network services
  • Analyze and troubleshoot SIP signaling, RTP streams, packet loss, jitter, and codec issues
  • Configure inbound DID rules, ring groups, queues, and IVRs
  • Maintain provisioning templates and perform firmware updates
  • Escalate complex or unresolved issues to Tier 3 or vendors when necessary
  • Monitor systems for security events and apply geo-IP filtering and access restrictions
  • Generate reports on call volumes, queue stats, and SLA metrics
  • Assist with number porting, customer onboarding, and carrier escalations

Requirements:

  • 1–3 years of experience supporting VoIP or network systems
  • Foundational knowledge of SIP protocol and IP networking
  • Background in helpdesk, NOC, or MSP environments
  • Familiarity with tools like Wireshark, traceroute, ping, and SIP debuggers
  • Strong analytical, communication, and customer service skills

Benefits:

We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development. Our hybrid work model allows for a balance of remote and office work, ensuring maximum flexibility and work-life balance.

Join our team of talented professionals who are dedicated to delivering exceptional customer experiences and driving business success. Apply today

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