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Vitel Global Communications
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Technical Support Team Lead / Technical Manager (VOIP Services)

Technical Support Team Lead / Technical Manager (VOIP Services)

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Vitel Global Communications

5 - 9 years

0 Lacs

hyderabad telangana

Posted:1 day ago| Platform: Shine logo

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Skills Required

sip rtp pstn pbx ip telephony asterisk ip addressing dns dhcp firewalls troubleshooting sip h323 qos server management network management ticketing systems zendesk jira communication skills leadership skills customer service ccna itil foundation voip technologies freepbx cisco avaya networking concepts vpns telecom protocols qoe linuxunixbased systems crm systems freshdesk problemsolving analytical thinking voip billing systems comptia network

Work Mode

On-site

Job Type

Full Time

Job Description

You are sought after to take up the role of Technical Support Team Lead or Technical Manager for managing the VOIP services support team. Your primary responsibility will be to utilize your robust technical background in VOIP technologies, exceptional leadership skills, and knack for handling intricate technical issues to ensure top-notch customer satisfaction. This position entails supervising a team of engineers, delivering escalated support for VOIP-related concerns, and guaranteeing top-tier service provision to clients, particularly in the US market. **Key Responsibilities:** - Lead, mentor, and manage a team of technical support engineers focusing on VOIP solutions. - Offer technical guidance and escalate complex technical issues to the appropriate teams when needed. - Supervise the team to guarantee high-quality support for VOIP products and services, ensuring prompt issue resolution and customer contentment. - Monitor the ticketing system, oversee ongoing issues, and ensure consistent adherence to SLAs. - Conduct root cause analysis for recurring technical problems and collaborate with product teams to implement solutions. - Work with engineering teams to enhance products or services based on customer experiences and support cases. - Develop, maintain, and update troubleshooting guides, knowledge base, and SOPs for the support team. - Manage customer escalations and deliver advanced technical support for complex VOIP-related queries. - Provide reports on team performance, encompassing incident resolution, customer feedback, and process enhancements. - Implement training programs to keep the support team abreast with the latest VOIP technologies and trends. - Engage in US Shift hours, collaborating with US-based teams and clients. **Qualifications Required:** - Minimum of 5+ years of experience in technical support, with 2-3 years in a leadership role in the VOIP/Telecommunications industry. - Strong knowledge of VOIP technologies such as SIP, RTP, PSTN, PBX, IP Telephony. - Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies. - Proficiency in troubleshooting VOIP call quality, connectivity, and infrastructure issues. - Understanding of telecom protocols and systems like SIP, H.323, QoS, and QoE. - Hands-on experience with server and network management, including Linux/Unix-based systems. - Familiarity with ticketing and CRM systems such as Zendesk, Freshdesk, JIRA, etc. - Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Masters degree is advantageous.,

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Technical Support Team Lead / Technical Manager (VOIP Services)