Voice Support Engineer

Linxa

Linxa enables telecom companies to move faster to capture new revenue and drive efficiency in their operations. Linxa product supports efficiently manage pricing, routing, monitoring, reporting and invoicing, along with high performance Switching.

The Support Engineer is responsible for providing support to the Linxa customers for variety of products in order to ensure customer satisfaction. The role needs providing product support to customers by using effective decision making and problem-solving skills. The role needs interacting and communicating with customer and software/development team to ensure that customers get the best performance and value from the product with a proper support.

Job Description:

• Analyze customer tickets and provide suitable solutions.
• Coordinate with development team to resolve software errors reported by customers.
• Execute and conduct tests on internal development and client systems.
• Proactively monitor customer production environments.
  
• Actively engage in communication with developers, product management and project management teams for the purpose of knowledge sharing etc.
• Provides product training to customers by email or through conference calls.
• Supports business/requirement analysis and clarification process for customer requests.
• Takes the immediate actions to avoid down-time of the mission critical systems.

Requirements:

• University degree preferably from Electronics, Telecommunications or Computer Engineering departments.
• Good Understanding of Fixed & Mobile Telephony Services and Products.
• Good Understanding of Voice Network Protocols & Technologies (SIP, Q931, ISUP, PSTN, Cloud PBX, etc).
• Good understanding of IP Network Technologies.
• Minimum 1 year relevant telecom experience (Wholesale, Voice Support, Voice Delivery).
• Knowledge of telecom wholesale voice business is preferable.
• Good analytical skills and being eager to develop and take on responsibility.
• Follow customer SLAs and KPIs to achieve customer satisfaction.
• Ability to recognize and resolve problems.
• Strong communication skills both at an individual and team level.
• Ability to prepare comprehensive reports and present ideas clearly and concisely in   written and oralform.
• Must have advanced verbal and written communication skill in English.
• No Military obligation (preferable) for male candidates.