Senior Voice Specialist (Durban or Johannesburg)

WhiteRaven

Recruitment Link
Company Rep
Joined
May 25, 2015
Messages
308
As the Voice Specialist, you will form part of the Infrastructure team, providing expert level technical support to ensure a positive customer experience. You will be the final point of escalation for support queries and will interact daily with customers, vendors and internal team members. If you are a hands on individual who pitches in where needed, then we want to hear from you.

Duties:
  • Assume ownership of new, escalated (from Tiers 1 and 2) and open service tickets
  • Respond to client outages and emergency situations
  • Perform share of 24-hour standby on-call rotation with the Infrastructure Team
  • Support and assist team members, and work as a liaison between Support, Fulfilment and Field Ops to ensure acceptable MTTR (Mean Time to Repair)
  • Strive to achieve service level targets (e.g. availability, response times and MTTR)
  • Handle specialised functions and perform special projects as required
  • Monitor, mentor and train the Support team
  • Diagnose the root causes of technical related complaints, propose alternate solutions and run Proofs of Concept (POCs) to determine viability
  • Work independently and with management to continuously improve processes and procedures
  • Assist in generating and maintaining policy/procedure, knowledge base, training and customer facing documentation
  • Work with the Systems team to inform the design/development of customer and staff solutions

Requirements
  • 5 - 8 years experience in voice and data, telecommunication environment
  • SIP School Certified Associate
  • Internet | Telco service provider equipment knowledge
  • Voice
    • Packet analysis e.g. Wireshark
    • Advanced Asterisk
    • Freeswitch
  • Server
    • Linux administration
    • MySQL
    • Apache
    • HTTPd
What attracts us to candidates
  • High levels of energy, motivation and urgency
  • A love for helping people, providing quality customer service above and beyond what is required
  • A real passion for technology, with advanced computer knowledge and literacy
  • Proven track record of creating and maintaining partner relationships in ICT
  • Excellent interpersonal and communication skills (oral and written)
  • Ability to build rapport and elicit problem details from both non-technical and technical customers
  • Judgment, logic, resourcefulness and creativity
  • A methodical and proactive approach with highly developed problem solving and analytical skills
  • Ability to manage a diverse workload and assign priorities to tasks
  • Ability to work under constant pressure
  • Visualisation necessary to participate in business functions
Benefits

What we offer
  • Important work – We’re making it easier for businesses and people to thrive
  • Opportunities to grow – On-the-job challenge, funded self-study and intentional experience sharing
  • Awesome colleagues – Smart, interesting, self-driven and caring provocateurs
  • Tech enablement – The tools you need to succeed, plus free access to our own offering
  • Flexibility, balance and rest – Embracing new ways of working, keeping you in the productivity sweet spot
  • Competitive compensation – Market related salaries and performance bonuses, and health insurance options that ensure you’re covered
For more information or to apply please reach out to angie@kontak.co.za
 
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