Senior Telecom Support Specialist
4 weeks ago
Net2Source Inc. is a leading provider of total workforce solutions, recognized for its accelerated growth and global presence. We're seeking a highly skilled Senior Telecom Support Specialist to join our team.
Key Responsibilities:
Implement, deploy, and maintain/supported primarily in Twilio Contact center & API or Avaya/Cisco/OpenVBX/or similar platforms of significant size.
Manage a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets.
Demonstrate technical background and application, with a focus on customer satisfaction and empathy.
Address customer concerns and provide feedback, with a strong understanding of IP Telephony protocols and technology stacks common to the Web ecosystem.
Create non-trivial applications in Java,. Net, Ruby, Python, PHP, Javascript or some other modern, general purpose programming language, with a focus on REST APIs.
Troubleshoot and resolve QoS (Quality of Service) issues, including escalations to third parties, with a solid understanding of computer networking.
Hold a Bachelor's degree or have equivalent work experience (5+ years industry experience in a similar role), with a demonstrated ability to make teams better and mentor/coach other members of the team in technical and process aspects of their jobs.
Requirements:
8+ years of telecom experience required.
Expert level knowledge of IP Telephony protocols is required.
A firm understanding of the technology stacks common to the Web ecosystem.
A demonstrated history of creating non-trivial applications in Java,. Net, Ruby, Python, PHP, Javascript or some other modern, general purpose programming language; Much of Twilio's functionality is exposed as REST APIs.
You are good at and enjoy debugging other people's code.
Solid understanding of computer networking.
Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
You hold a Bachelor's degree or have equivalent work experience (5+ years industry experience in a similar role).
Demonstrated ability to make teams better.
Experience working with team members in different geographic locations and timezones.
Demonstrated ability to mentor and coach other members of the team in technical and process aspects of their jobs.
What We Offer:
A dynamic and supportive work environment.
Opportunities for professional growth and development.
A competitive salary and benefits package.
The chance to work with a talented team of professionals.
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