Adecco Poland Sp. z o.o. belongs to Adecco Group - the world's leading provider of HR solutions, we have a network of 5,100 branches, in over 60 countries and territories around the world. We have been present in Poland since 1994. In 2018, work through Adecco Poland found nearly 52 000 people. Adecco Poland Sp. z o.o. is an Employment Agency (Certificate No. 364).
Aktualnie dla naszego Klienta poszukujemy:
Technical Consulting Engineer
Miejsce pracy: Kraków
As a BroadCloud/WebEx Calling Customer Support Engineer, you will report to the BroadCloud/WebEx Calling Customer Support Manager to support our rapidly-growing customer base using BroadCloud.
This is not your typical helpdesk position. BroadCloud is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy our integrated suite of communication and collaboration services.
Responsibilities:
- Be on the front line resolving technical issues and working with our global support team to provide industry-leading technical support for our Cloud Suite of Products
- Provide our Partner’s level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner
- This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
- Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly
- When needed, work with third parties such as downstream SIP Carrier Providers, Peering
Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device)
manufacturers to resolve customer problems, with the understanding that as SaaS provider
every problem is an opportunity to assist the customer - Provide evening, weekend, and night duty to provide 24x7 support on a rotation basis
Requirements:
- 2-5 years of experience in Telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support and ideally in a Service Provider environment is required
- An understanding of cloud-based services and Telecommunications
- Knowledge of how a typical Service Provider process and system works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model
- Demonstrated Technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction
- Proven troubleshooting methodology with strong analytical skills with a desire to understand the ’why’ not just the ’what’ or ’how’ and strong attention to detail
- Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP/IP, NAT
- Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software
- Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark
Benefits:
- Medical Care (Luxmed)
- Chance to work for worldwide leader in IT;
- Personal development opportunities;
- International working environment and unique company culture;
Please note that we will contact with only selected candidates.
Numer referencyjny: TC/05/19/ARC/AS
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
