Global Product Support Engineer

QUALIFICATIONS AND JOB DESCRIPTION

We are looking for new team members to provide worldwide customer support for global team. The ideal candidate will be responsible for resolution of reported issues on a world-class multimedia service, real-time communications products. The primary focus of this candidate will be on Customer Support.

Key Required Skills:

· Bachelor or above technical degree in Telecommunications, Electronics Engineering or Computer Science

. Strong written and spoken English language skills.

· IP, SIP, Linux, Windows experience required.

· Strong written and communication skills with the ability to work critical situations, while remaining focused, ability to build trust and influence

· Fast troubleshooting and decision-making skills

· Relevant technical courses in Networking and SIP preferred

· Desire to work and learn in a dynamic, fast paced-environment.

· Self-motivated, good analytical skills and being eager to improve continuosly and take on responsibility

· Completed military service or deferred at least 2 years(for male candidates)

JOB DESCRIPTION

POSITION RESPONSIBILITIES

· Resolution of customer reported issues at world-class, globally-deployed, carrier-grade, white-labeled proprietary communications platform, ability to solve customer communication needs,defining the concern by reviewing available data and asking more questions if required, collecting data for investigation and doing problem analysis by using structured methods, presenting solution to the customer and doing follow-up until closure of the issue.

· Update shared knowledge wiki/how to pages maintained by the technical support team.

· Networking knowledge, utilize to isolate issues as quickly as possible in a multi-network environment.

· Troubleshoot SIP call issues using SIP ladder diagrams

· Participate in customer conference calls for issue resolution and account prime support.

· Working during non-business hours for collecting traces with customer contacts at maintenance windows can be required

· Advanced level of spoken English is mandatory, should frequently talk to customers on the phone, while working on the case