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Technical Support - Cloud Communications

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Cloud Technical Support Specialist

Sangoma, a leading provider in business communications solutions, is looking for a Cloud Technical Support specialist to join our innovative team. With a strong focus on delivering robust UCaaS offerings, we are dedicated to supporting our customers with unparalleled service and expertise. In this role, you will be pivotal in providing technical assistance related to our cloud products, ensuring high availability and performance for our clients. If you are enthusiastic about cloud technologies and have a knack for problem-solving, we invite you to become part of our dedicated team. We are looking for talented technical support staff to join our team. Must submit your resume in English.

Your Role:

  • Provide technical support for cloud-based solutions, addressing customer inquiries and resolving issues efficiently.
  • Diagnose and troubleshoot technical problems related to cloud services, ensuring swift resolution.
  • Collaborate with engineering teams to identify and escalate complex issues.
  • Document support interactions and maintain accurate records within the CRM system.
  • Stay updated on new features and enhancements in our cloud offerings to assist customers effectively.
  • Assist in the development of FAQs, knowledge base articles, and user documentation.
  • Participate in training sessions and provide feedback for continuous improvement of cloud support processes.

Requirements

Your Background:

  • Willingness to jump into unfamiliar situations, ask questions and learn
  • A warm, customer-service oriented, disposition
  • Willingness to “own” a problem from initial report until final resolution
  • Must demonstrate a high proficiency in technical troubleshooting
  • Familiarity with Linux, Android, iOS, MacOS, and Windows operating systems.
  • Command line skills in Linux.
  • Experience installing Linux on bare metal and in the cloud.
  • Possess the ability to troubleshoot and debug software/hardware issues.
  • Experience with Asterisk-based phone systems.
  • A solid understanding of TCP/UDP/IP networking.
  • Must have expert level written and verbal English vocational skills.
  • An associate’s degree, or equivalent, is required. A bachelor’s degree or equivalent is preferred.

Preferred Experience:

  • Experience using Atlassian’s Jira platform for ticket management
  • Experience managing a VoIP PBX phone system
  • Experience with working on an IT team or on in a helpdesk type situation
  • Hands-on experience working with gSuite, Active Directory and anti-virus|malware platforms.

Benefits

What We Offer:

  • Extensive Benefit Options are effective after a short waiting period
  • Flexible Time Off & Company Holidays
  • Entrepreneurial work environment partnered with high-growth career opportunities

What this application asks

workable

First name, Last name, Email, Preferred Name, Phone, Address, Mailing Address:, Photo, LinkedIn, Resume, Experience, Education, Cover letter, Desired Salary Expectations?, Work Authorization, Will you now or in the future require sponsorship for employment VISA status?, Are you 18 years of age or older?, Have you ever worked for Sangoma and/or any of Sangoma's acquired companies?, If Yes to working at Sangoma or previous acquired companies, please give dates of employment and position:, Are you related to any person currently employed at this company?, If yes, please supply employee's name, How did you hear about Sangoma?, If "Employee Referral" please give employee name:, Available Start Date:, Please write a brief paragraph explaining why you would like to work for Sangoma, and/or how you feel you could best contribute to our success:, Acceptance of Terms & Applicant Certification We welcome candidates who use tools to help organize and present their experience. However, all information submitted as part of your application, resume, assessments, interviews, and any other hiring-related communications must accurately reflect your personal experience, qualifications, accomplishments, and contributions. By applying for this position, you certify that all information provided is truthful, complete, and accurately represents your own work, experience, leadership responsibilities, technical contributions, and professional achievements. You acknowledge that you may be asked to discuss your experience, project outcomes, technical decisions, and accomplishments in detail throughout the interview and hiring process. I certify that my answers to all questions and all information submitted during the application and hiring process are true and correct and do not contain any material omissions. I understand that any false, misleading, incomplete, or otherwise inaccurate statements, representations, or omissions made on my application materials or during the pre-employment process may result in disqualification from consideration, withdrawal of an employment offer, or, if employed, disciplinary action up to and including immediate termination of employment. By submitting this application, I acknowledge and agree to these terms., Privacy Policy Acknowledgement: By checking this box, you acknowledge and consent to terms of the privacy policy which applies to the applicant tracking service being offered by Workable on behalf of Sangoma. The privacy policy offers an explanation of how and why your data will be collected, how it will be used and disclosed, how it will be retained and secured, and what legal rights are associated with that data (including the rights of access, correction, and deletion). The policy also describes legal and contractual limitations on these rights. The specific rights and obligations of individuals living and working in different areas may vary by jurisdiction. I have read and agree to this statement:

  • Do you have experience working with PBx or VOIP systems? yes / no
  • How many years of customer facing role experience do you have? choose any
  • Are you familiar/knowledgeable with Basic Networking protocols? yes / no
  • Are you familair/knowledegable on using a Linux OS? yes / no
  • Please confirm your current CTC.
  • Please confirm your expected CTC.
  • How does your notice period looks like?
  • Please confirm your earliest start date.
  • Please confirm your current location.

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