Associate - Service Delivery
Summary
Provides first-line technical support for IP telephony systems, resolving basic issues, troubleshooting networks, and ensuring smooth customer service via phone/email/chat. Requires expertise in Avaya/Cisco systems and networking fundamentals.
The Associate will be a key member of our Service Delivery team, offering first-line support and resolution for basic technical issues. This role is critical in maintaining our high standards of customer service and ensuring smooth operations. The successful candidate will have a strong foundation in IP telephony systems and networking technologies, with excellent problem-solving and good communication skills.
- Respond to and resolve initial support requests, focusing on first call resolution.
- Troubleshoot basic issues and escalate complex problems to higher tiers as needed.
- Provide front-line support via phone, email, and chat, ensuring a positive and timely customer experience.
- Monitor system performance and alerts, taking proactive measures to prevent issues.
- Maintain accurate records of incidents, service requests, and changes in the support ticketing system.
- Perform basic diagnostics on hardware and software, offering installation and configuration assistance.
- Work closely with internal teams to relay information and assist with escalated issues.
- Ensure timely and accurate issue resolution, fostering a seamless client experience.
- Stay updated on IP telephony systems and networking technologies to provide effective support.
- 1+ years of technical support experience in IP Telephony is mandatory.
- In-depth knowledge of at least two IP telephony systems: Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC, etc.
- Familiarity with networking technologies: LAN/WAN, VLAN, MPLS, VoIP, etc.
- Strong understanding of network troubleshooting and basic diagnostics.
- Excellent problem-solving skills with a track record of successful root cause analysis.
- Mandate communication skills, both written and oral, with a focus on clarity and information delivery.
- Ability to work effectively across functional groups and prioritize tasks based on urgency.
- Hands-on experience with diagnosing and resolving basic technical issues.
- Proficiency with tools like Service Now, ProComm, and Putty is preferred.
- A customer-centric approach and a passion for delivering exceptional support.