Technical Support Representative L2

Embark on a journey of success with Nezda as a Technical Support Representative L2 for VOIP / Telephony Account.Qualifications :2+ years experience in customer-focused / customer experience role handling any VOIP / Telephony AccountStrong technical troubleshooting skills, perseverance, and patienceRequired experience in VOIP technology including SIP, RTP, QoS, COS, codecs for at least 2 yearsKnowledge of network troubleshooting and terminology including LAN / WAN, Routers, Firewalls, Switches, PBX deployment, TCP / IP (IPv4), DNS, etc.Job Description :Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platformProvides Enterprise level technical support to all Enterprise customersTroubleshoots and reproduces customer technical issues to resolution and/or escalatesApplies expert knowledge of RingCentral services and VOIP technologyResponsible for training customer administration of RingCentral platformAnswers complex technical questions and offers workarounds for customer networksProvides quick and accurate handling of support interactions via phone, screen sharing, and emailFollows up with customers, ensuring customer is up to date and satisfied with resolutionResponds promptly to escalations while keeping detailed case notesManages customer expectations and experience to deliver high customer satisfaction and increase retentionRegularly achieves and exceeds service level agreements and quality customer satisfaction targetsRemains current on software defects and upgradesManages escalated issues and collaborates with other internal departments to expedite resolutionHelps develop and maintain customer-facing and internal help articlesSchedule : Night ShiftWork setup : Onsite / RTO (2-3x per day onsite)Location : Both Ortigas and Cubao (non-negotiable)Salary : 35,000 package basic, non-negotiable + 20% night differential + On top Lucrative Allowances after 6 months and Benefits (to be discussed during initial interview)WAYS TO APPLY :Send your resume to : .Apply through link : .Job Category : TSR Job Type : Full Time Job Location : Cubao Ortigas#J-18808-Ljbffr