Agencja zatrudnienia nr licencji 3260
Find your own at devire.pl
Location: Kraków
Devire to międzynarodowa firma specjalizująca się w usługach rekrutacji, outsourcingu i employer brandingu. Od ponad 30 lat reprezentujemy wiodących pracodawców na rynku europejskim, prowadząc kompleksowe projekty poszukiwań menedżerów i wyspecjalizowanej kadry, wdrażając najnowsze rozwiązania z obszaru usług IT oraz wspierając w budowaniu wizerunku pracodawcy z wyboru.
Nasze biura zlokalizowane są w Warszawie, Wrocławiu, Poznaniu, Katowicach oraz Monachium, Frankfurcie, Pradze i Hradec Kralove.
Devire Outsourcing IT is a form of partnership dedicated to self-employed IT specialist, executing projects for our Clients - leading IT Companies bringing innovations and newest resolutions to market.
Currently, for our Client, we are looking for Engineer Consultant II.
What we expect?
- Ticket driven technical support experience
- Excellent soft skills – the ability to manage customers during an outage/incident and the ability to multi-task and work under pressure
- Detailed knowledge of SIP signalling and associated protocols for Cloud services (TCP/UDP/RTP/SRTP/HTTPS/TLS etc)
- Good knowledge of wireshark and packet capture tools
- Knowledge of Cloud infrastructure for VoIP
Duties and Responsibilities
- Be on the front line resolving technical issues and working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.
- Provide our Partner’s level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.
- This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
- To delight customers by listening to the customer's concern, demonstrate you understand their issue and their situation, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
- Collaborate with other teams and diligently escalate complex problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.
- Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.
- When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.
Our Client Offers:
- Salary based on B2B contract
- Long-term employment
- Working for a leading corporation with a stable market position
- Benefits: private medical insurance, life insurance and a Multisport card
- Possibility to work remotely after the induction period