25 Jan
Support Engineer 1 - IP Telephony / SIP
Michigan, Pontiac , 48340 Pontiac USA

Vacancy expired!

This position requires

Session Initiation Protocol (SIP) support experience with excellent communication skills, attention to detail, and a desire to assist our customers. The Support Engineer's primary responsibility is to resolve customer issues in a quick and accurate manner. The applicant should have a technical background and knowledge SIP. A successful Engineer will learn additional skills to become a subject matter expert for all BCM One product lines. Job Responsibilities
  • Ensure the highest level of customer satisfaction
  • Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures.
  • Respond to customer and reseller inquiries regarding the function of their Session Initiation Protocol (SIP) trunk and associated services
  • Shift 7AM to 4PM Monday thru Friday
  • Weekend On-Call Shifts
  • Holiday coverage as needed
  • Other duties as assigned
Job Requirements and Skills
  • 2-year college degree or equivalent work experience preferred
  • 2+ years' isolating and identifying SIP messages
  • 3+ years experience in a customer-facing role
  • Experience with TCP/IP, DNS, DHCP, IP routing and VoIP devices, knowledge of Ingate and Mitel Systems preferred
  • Excellent analytical, troubleshooting and customer services skills (written and verbal)
  • Ability to quickly learn and adapt in an ever-changing environment
  • Additional experience with Wireshark and Linux preferred
  • Experience with Ticketing, AutoTask a plus
Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Disability Insurance
Schedule:
  • 8 hour shift
  • Holidays - Rotation
  • On call - Rotation
  • Weekend availability
Education:
  • Associate s (Preferred)
Experience:
  • Session Initiation Protocol: 2 years (Required)
  • Customer service: 2 years (Required)

Vacancy expired!


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