Key skills
SalesforceCommunication
About this role
Role Overview
- Receive inbound calls and respond to emails regarding product issues
- Record and document: Log support interactions in the Salesforce system
- Diagnose and resolve IP telephony and software issues
- Provide guidance on using solutions and inform customers about updates
- Offer support to customers who cannot resolve issues via email
- Collaborate with other technicians to troubleshoot complex issues
- Adhere to established support scripts and processes
Requirements
- Degree or certification in networking or a related field
- Technical knowledge, including the ability to diagnose networking issues
- Experience in customer support, with the ability to handle frustrated or upset customers professionally and effectively
- Clear verbal and written communication skills
- Basic knowledge of the SIP protocol
- Strong problem-solving skills
- Good diction, proactivity, responsibility, and commitment
- Flexibility to adapt to changing processes
- Interpersonal skills
- Ability to follow processes and scripts
- Basic English (for technical reading)
- CCNA certification or currently studying to obtain it (preferred)
Benefits
- Comprehensive benefits
- Wellness programs
- Global opportunities for professional and personal development