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VoIP Technical Support

Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

High school diploma or equivalent, 3 years VoIP Tech Support experience, Advanced knowledge of VOIP, networking, routers and modems.

Key responsabilities:

  • Respond to inquiries via phone, email, chat
  • Resolve issues efficiently, recommend solutions
  • Document interactions accurately in CRM
  • Provide demos, training sessions, and updates
  • Collaborate with other departments as needed
SupportNinja logo
SupportNinja Scaleup https://www.supportninja.com/
1001 - 5000 Employees
HQ: Dallas
See more SupportNinja offers

Job description

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 
 
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
 
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 
 
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

What does a day in the life of a Technical Support Representative (VOIP Support) look like?
  • Respond promptly and professionally to customer inquiries via phone, email, or chat regarding customer service or technical issues
  • Provide accurate information about products and services to customers
  • Resolve customer service and technical issues in a timely and efficient manner
  • Recommend appropriate workarounds for customers, network hardware,  software, and call flow routing/design elements 
  • Develop a deep understanding of client services or products including features, functionality, connectivity and integrations
  • Follow up with customers to ensure that their issues have been resolved to their satisfaction
  • Properly and accurately document customer interactions and technical issues in the organization’s CRM 
  • Assist customers by providing product demonstrations, training sessions and best practices as needed
  • Provide regular updates to leadership regarding customer feedback and support performance
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs 
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborate with other departments as needed
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Perform other duties as assigned


  • What are the required qualifications of a Technical Support Representative (VOIP Support)?
  • Must have high school diploma or equivalent
  • 3 years of experience as VoIP Technical Support
  • Experience with VOIP Hardware and Software
  • Advance knowledge of VOIP, networking, routers and modems
  • Familiarity with a CRM and ticketing system
  • Experience supporting VOIP products or systems
  • VOIP Hardware and Software are both hard req
  • Must meet minimum BYOD (bring your own device) and  internet speed specifications 
  • Ninja Perks and Benefits
         Competitive compensation
         Adherence to government-mandated benefits
         Retirement Savings Program with Company Matching
         Life Insurance
         HMO on day 1
         Paid time off, birthday leave
         Bonus and incentive plans
         Opportunities for skills training and personal and professional development
         Employee Referral Program

    Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
     
    Disclaimer:
    The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
     
    SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

    Ninja Perks and Benefits
    *Full time employees
    ●     Competitive compensation
    ●     Adherence to government-mandated benefits
    ●     Retirement Savings Program with Company Matching
    ●     Life Insurance
    ●     HMO on day 1
    ●     Paid time off, birthday leave
    ●     Bonus and incentive plans
    ●     Opportunities for skills training and personal and professional development
    ●    Employee Referral Program
    ●     Beautiful office space (for onsite employees)
    ●     Free lunch provided daily (for onsite employees)
     
    Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
     
    Disclaimer:
    The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
     
    SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Other Skills

    • Verbal Communication Skills
    • Time Management
    • Problem Solving
    • Customer Service

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