Position Summary
The position of VisionVoice Business Support Technician requires someone who can deliver excellent technical support both to current clients and ones who are new to the company. Given that retaining an existing client is easier than marketing and onboarding a new client, attention must be paid to current customers in order to retain their loyalty to our brand.
The ideal person for this role is one who feels strongly that customer service is where the rubber meets the road for any business. When not taking care of clients, they leave. Companies cannot survive losing new customers who exit almost as soon as they get on the books. Therefore, our support team must be enthusiastic about providing a high level of service at all times to ensure customers are entirely happy with our brand and what we offer.
Essential Duties and Responsibilities
It’s necessary to become knowledgeable about what we offer as a company. This provides the backbone to any service we provide. From there, creating strong lines of communication with each client is necessary to discover what their business needs are? Through this approach, it’s possible to understand not only what their current issues are but also to appreciate the situation from their perspective (not just our own).
The essential duties are included in this list, which is not exhaustive:
- Effective communication with all clients
- Run through troubleshooting to discover what issues are happening
- Use software tools provided by the company to assist in diagnosing the issue and confirming its resolution
- Using the software provided to bring support tasks to their completion
- Provide, restore and resolve hardware issues
- Spot and officially note flaws or bugs and add requests for feature additions or improvements to help improve our product(s)
- Update the knowledge-base to provide better answers for clients
- Complete ad hoc tasks as requested
Minimum Qualifications (Knowledge, Skills, and Abilities)
The minimum qualifications required in the role:
- A reasonable appreciation for voice over IP technology (RTP, NAT, and SIP)
- A reasonable appreciation of technology, ideas, and technology relating to computers, internet usage, and networks
- Ability to solve problems
- Effective multi-tasking and deciding which tasks should have greater importance. Being accountable for (support) tasks assigned and completing them
- Working comfortably within a team and to receive instructions from a supervisor or the management team
- A positive person who’s also a team player
- Effective both in conversations and in written form along with developing excellent customer service relationships through being a strong communication on the phone or in person
- A solid understanding of how connections to and over the internet work, the different types or commonalities, popular network routers on the market and how they are correctly set up
- Have worked with Metaswitch
- An understanding of SimpleWan and Edgewater routers and how they are to be set up correctly
- Have worked with and understand signalling using SIP
- Have worked in a VoIP environment or a as Tier Two or higher support personnel
Physical Demands and Work Environment
The demands of the role from a physical standpoint reflect the duties that need to be performed as outlined above. Adjustments may be delivered to permit people with one or more disabilities to carry out the tasks. It should be noted that this role requires employees to sit for periods of time, speak, listen, and actively use their fingers and hands. Vision-wise, it’s also necessary to focus on close up or at a distance or switch between them as needed. The decibels in the work environment are usually modest or minimal. VisionVoice, like other companies, believes in equal opportunities for all employees and complies with the applicable employment laws relating to this requirement.