Key Responsibilities

Provide first-line support for customers facing technical issues related to VoIP and call center systems.
Troubleshoot and resolve technical problems via phone, email, or live chat.
Diagnose and identify hardware or software-related issues.
Assist customers in configuring and setting up their systems.
Escalate complex issues to higher-level technical support teams when necessary.
Document all customer interactions and technical resolutions in the ticketing system.
Follow up with customers to ensure issues are resolved and to provide updates.
Maintain knowledge of product features, updates, and common troubleshooting steps.
Collaborate with internal teams to resolve customer concerns and enhance the product.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field
Minimum of 1 year of experience in a technical support role, preferably with VoIP systems.
Basic understanding of VoIP systems and call center technologies.
Familiarity with operating systems, network configurations, and telecommunication hardware.
Proficiency in using ticketing systems and CRM platforms.
Customer-focused attitude with a passion for providing exceptional service.
Basic knowledge of networking concepts (e.g., IP addressing, DNS, DHCP).
Ability to document issues and resolutions.
Excellent communication skills in both Arabic and English.

Working Conditions:

Work location

ملخص الوظيفة

VOIP Technical Support