Support Engineer Remote Role in North Africa

À propos de l’offre d’emploi

Responsibilities

• Provides phone, email and portal support to NobelBiz customers
• Provides help and technical information regarding customers and customers setups to other internal departments in order to solve customer service requests or enquiries
• Creates, solves and documents solutions for customer tickets/requests within SLAs timeframes and in accordance with the support process
• Create documentation and procedures for support related tasks
• Creates FAQ pages for customers which can serve as a guide for customer on using Nobelbiz Services
• Network and systems monitoring with the help of monitoring tool and alerts
• Works together with the other departments to achieve the operations goals
• Provides training to customers for our NobelBiz CCS platforms and other Nobelbiz products
• Learning new technical skills and learning department procedures
• Stay up to date with all the current & new NobelBiz products, features and services. Stay up to date with new compliance rules, industry changes and new technologies

Requirements

• Minimum 1.5 years work experience in a previous technical support position
• Fluent English skills are required; additional languages are a plus
• Strong analytical and troubleshooting skills with attention to detail
• Excellent communication skills (written and oral)
• Self-starter, resourceful, proactive
• Strong customer focus
• Must be able to cope under pressure and work to stringent timelines
• Ability to address and resolve time-sensitive issues and meet work deadlines
• Good SQL skills (Microsoft or/and MySQL) to query production databases. SQL Certification is a plus (running queries, setups jobs and stored procedures)
• Good understanding Telephony/Voip environments: SIP, WebRTC, troubleshooting call connectivity/quality, media gateways, and SBC devices – previous experience with telephony system or certifications will be considered a plus
• Basic understanding of cloud technologies (i.e. AWS)
• Basic Programing/scripting skills (.NET, JavaScript, HTML)
• Basic knowledge of Microsoft Windows Server operating systems
• Basic knowledge Linux/Unix OS
• Knowledge of Microsoft Office suite
• Experience supporting (technical level) contact center environments (or at least experience in a support/engineering position)
• Good knowledge of contact center technologies and industry (or telecom industry and technologies)
• Possession of designated system/technologies certifications would be considered an advantage

What We Offer

• International company with international mindset
• Unique team spirit and informal work environment
• Training opportunities and career growth program
• Work with talented and collaborative coworkers who will support you and help you grow
• Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.