Sangoma

VI Communication Services, a subsidiary of Sangoma Technologies, is looking for candidates to join our Technical Support team based out of Pittsburgh. This is an entry-level role that is perfect for candidates that are eager to jumpstart their careers by joining an established and growing communications company that provides opportunities for learning and professional growth.

Job Duties:

• Answers inbound calls, emails, support tickets, and live chats from VI clients regarding technical issues with VI products and services, with a primary focus on resolving Level I issues.
• Uses software such as PuTTY, Wireshark, and Microsoft SQL Server to collect and validate data related to customer trouble reports.
• Escalates voice network issues to VI vendors/underlying carriers and ensures timely resolution through consistent updates and case tracking
• Reports and escalates critical issues to Level II/III technicians when necessary
• Participates and contributes to daily support meetings while providing accurate meeting minutes to the department
• Creates evening shift report to summarize outstanding issues and communicate escalations to teammates
• Creates and updates wiki articles for both VI's customer-facing and internal knowledge base
• Conducts self-directed research pertaining to VoIP, CPaaS, and other topics relevant to the department to enhance skill set and knowledge sharing amongst the department
• Additional duties as assigned by management

Qualifications Required:

• Associates Degree from a technical school, college or university in Network Administration or a closely related field
• Customer service experience is ideal

Benefits:

We are proud to offer a comprehensive benefits package to eligible employees, which is designed to promote their personal well-being as well as their families. Sangoma not only offers a very competitive health benefits package including medical, dental and vision coverage, we also offer income protection benefits including life insurance, short term disability, and long term disability.

About Sangoma:

Sangoma Technologies is a trusted leader in value-based Unified Communications solutions for SMBs, enterprises, OEMs, carriers, and service providers. Sangoma is the primary developer and sponsor of the Asterisk and FreePBX projects and offers Voice over IP systems that enable businesses to achieve enhanced levels of collaboration, productivity, and ROI.