Technical Support-Tier 3

4 days ago

Work from Home, Philippines Pro Solutions Business Process Outsourcing Full time ₱900,000 - ₱1,200,000 per year

We are looking for a highly skilled Unified Collaboration Specialist to analyze, troubleshoot, consult, and maintain the UC environments of our many enterprise-level customers.

We're a team of unified communications (UC) all-stars who are relentlessly focused on making UC hassle free. We do that by helping organizations select, set up, and manage their phone, contact centre, and meeting tech any way they want with confidence.

ZIRO is a high-growth company with:

an experienced leadership team with decades of UC know-how

builders and problem-solvers who are passionate about what we do

the drive to continuously improve by taking risks, owning it, and getting things done

JOB DESCRIPTION:

Assist with technical escalations from Tier I/II and 3rd Party

Manage standard ticket load & adhere to ticket handling process

Incident resolution as per escalation matrix

Performing standard maintenance for clients

Ensure all client documentation is up to date

Participate in the on-call after hours rotation

Participate and deliver Microsoft Teams Telephony site builds with the service delivery team

Call answering as part of overflow

Ensure clients are updated on tickets as per SLA

Updating of Knowledge Base on technical ticket resolution

Mentoring junior teammates

Postmortem Technical Lead for Customer Service Issues

Assist with Training/Cross Training

Identify and Recommend Process Improvements on internal/external process

Customer Meetings - participate/prepare for Customer Meetings

Support ZPC/ZPM/Webex Calling Microsoft Teams

Proactive communication with clients and ZIRO Team

QUALIFICATIONS:

UCaaS and CCaaS experience.

2-5 years experience in a senior technical support position.

Hands-on experience troubleshooting and supporting Microsoft Teams (MS 700/721) Calling, including Direct Routing, and migration from legacy PBX systems.

Deep knowledge of Cisco Unified Communications solutions and concepts.

General knowledge of network communications protocols, particularly SIP.

Experience in a fast-paced environment handling customers directly and efficiently through CRM and over the phone.

Excellent communication command, both verbal and in writing.

Applied experience documenting technical environments.

Ability to coach and mentor more junior team members.

Hands-on experience/troubleshooting knowledge, including Call Manager, Unity, IM&P, Voice Gateways, UCCX, and Expressway.

CCNA-Collaboration or any VoIP-related certification would be an asset.

Knowledge of 8X8 UCaaS/CCaaS, Ring Central, Five9 would be an asset.

Interviews will be conducted virtually, via Microsoft Teams.

For this position, we require the individual to have deep experience, and knowledge with supporting/troubleshooting Cisco UC, and Microsoft Teams Telephony. Experience supporting customers in a multi-client environment. Having certifications, such as the MS 700, or 721, or CCNA, CCNP, or CCIE would be assets.

Job Type: Full-time

Benefits:

  • Health insurance

Work Location: Remote

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