Deputy Manager - TS

Job Description

Research software updates to increase capacity and optimize performance Identify short-term goals to increase productivity in communications infrastructure See that all equipment functions are optimized for efficiency Perform network analysis to improve security and prevent future failures or downtime Research new technologies to stay abreast of field developments Call flow creation and management, Script creation Deliver IVR related Change Request/Service Request/Incidents and troubleshooting Recording configuration and management Voice mail set up and configuration Setup in the application for queues, routing, SLAs Skill-based auto-routing 2nd level of troubleshooting Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers Timely handoff (escalation) of cases that require technical assistance to NOC etc Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem) CN-SH, Avaya S8500 (On-Prem) CN-GZ, Digital Phone System by ChugHwa Telecom (On-Prem) TW, Babble (Sesui) (Cloud-based) UK etc Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems Qualifications Bachelors