Sangoma Looking for Cloud Technical Support at Bengaluru, Karnataka Full Time

Sangoma’s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking. We are looking for talented Technical Support Representative who will troubleshoot and resolves issues throughout our entire product line and assists customers with technology rollouts of our telephony products.

Our TSE’s also work hand in hand with our development, customer service and sales staff to enhance the overall customer experience. The successful candidate will join a work environment that cares, dynamically shares knowledge/skills and encourages growth at all levels.

Your role:
Diagnose and troubleshoot technical issues with Sangoma products

Ask customers targeted questions to quickly understand the root of the problem

Provide Support inline with appropriate SLAs

Be able to Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal or external support resources to provide customer centric solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Document technical knowledge in the form of wiki guides

Maintain an open but professional relationship with customers and colleagues

Your Background:
Familiarity with Linux, Android, iOS, MacOS and Windows operating systems.

Command line skills in Linux.

Experience installing Linux on bare metal and in the cloud.

Possess the ability to troubleshoot and debug software/hardware issues.

Experience with Asterisk based phone systems.

A solid understanding of TCP/UDP/IP networking.

Ability to communicate verbally and in writing in the English language.

A bachelor’s degree, or equivalent is preferred.

Expert level English communication skill both written and verbal