Technical Consultant

Position Overview:

We are seeking a versatile and experienced Technical Support Specialist with a strong background in VoIP phone systems and SIP protocols. The ideal candidate will possess excellent communication skills and have a proven track record in supporting customers and partners. As a member of our small but rapidly growing team, you will wear many hats, providing 2nd/3rd line support, conducting pre-sales/customer demonstrations, and performing onsite rollouts when required.

Key Responsibilities:

Subject Matter Expertise:

• Become the subject matter expert (SME) for our VoIP platform and related technologies.
• Provide guidance and knowledge-sharing to internal teams and external clients.
• Stay current with industry trends, standards, and emerging technologies in VoIP and networking.

Technical Support:

• Provide 2nd/3rd line technical support for VoIP phone systems to customers and partners.
• Diagnose and resolve technical issues related to VoIP systems, SIP protocols, and network configurations.
• Maintain accurate and detailed records of support requests and resolutions.

Customer Engagement:

• Deliver exceptional customer service through effective communication and problem-solving.
• Assist customers with the setup, configuration, and troubleshooting of their VoIP systems.
• Conduct pre-sales demonstrations and presentations to showcase our VoIP platform’s features and benefits.

Onsite Support and Rollouts:

• Travel to customer sites as needed to perform installations, configurations, and rollouts of VoIP systems.
• Ensure smooth and efficient deployment of VoIP solutions, addressing any onsite issues promptly.

Collaboration and Flexibility:

• Work collaboratively with cross-functional teams, including sales, engineering, and customer service.
• Adapt to various roles and responsibilities within the company as needed, contributing to our growth and success.

Qualifications:

• Proven experience in technical support, particularly with VoIP phone systems and SIP protocols.
• Strong understanding of VoIP technology, including PBX systems, call routing, SIP trace reading, deployment, configuration and network infrastructure.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with customer support and a commitment to providing a high level of service.
• Ability to multitask and handle various responsibilities in a fast-paced, growing environment.
• Willingness to travel for onsite installations and customer support as required.
• Relevant certifications (e.g., CompTIA Network+, Cisco CCNA, etc.) are a plus.

Benefits:

• Competitive salary and benefits package.
• Flexible hybrid work environment.
• Opportunity to work with a passionate and innovative team in a growing company.
• Continuous learning and professional development opportunities.