Support Engineer Remote Role
Rabat, Rabat-Sale-Zemmour-Zaer, Morocco
il y a 17m

Responsibilities :

  • Provides phone, email and portal support to NobelBiz customers
  • Provides help and technical information regarding customers and customers setups to other internal departments in order to solve customer service requests or enquiries
  • Creates, solves and documents solutions for customer tickets / requests within SLAs timeframes and in accordance with the support process
  • Create documentation and procedures for support related tasks
  • Creates FAQ pages for customers which can serve as a guide for customer on using Nobelbiz Services
  • Network and systems monitoring with the help of monitoring tool and alerts
  • Works together with the other departments to achieve the operations goals
  • Provides training to customers for our NobelBiz CCS platforms and other Nobelbiz products
  • Learning new technical skills and learning department procedures
  • Stay up to date with all the current & new NobelBiz products, features and services. Stay up to date with new compliance rules, industry changes and new technologies
  • Requirements :

  • Minimum 1.5 years work experience in a previous technical support position
  • Fluent English skills are required; additional languages are a plus
  • Strong analytical and troubleshooting skills with attention to detail
  • Excellent communication skills (written and oral)
  • Self-starter, resourceful, proactive
  • Strong customer focus
  • Must be able to cope under pressure and work to stringent timelines
  • Ability to address and resolve time-sensitive issues and meet work deadlines
  • Good SQL skills (Microsoft or / and MySQL) to query production databases. SQL Certification is a plus (running queries, setups jobs and stored procedures)
  • Good understanding Telephony / Voip environments : SIP, WebRTC, troubleshooting call connectivity / quality, media gateways, and SBC devices previous experience with telephony system or certifications will be considered a plus
  • Basic understanding of cloud technologies (i.e. AWS)
  • Basic Programing / scripting skills (.NET, JavaScript, HTML)
  • Basic knowledge of Microsoft Windows Server operating systems
  • Basic knowledge Linux / Unix OS
  • Knowledge of Microsoft Office suite
  • Experience supporting (technical level) contact center environments (or at least experience in a support / engineering position)
  • Good knowledge of contact center technologies and industry (or telecom industry and technologies)
  • Possession of designated system / technologies certifications would be considered an advantage
  • What we offer :

  • International company with international mindset
  • Unique team spirit and informal work environment
  • Training opportunities and career growth program
  • Work with talented and collaborative coworkers who will support you and help you grow
  • Additional perks as part of our culture : parties, team buildings, diverse Fun at Work activities every month.
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