1st & 2nd Line VoIP Support Technician
Do you enjoy fixing stuff and love putting a smile on a person’s face? As Voys VoIP Support Technician you will be doing just that: providing exceptional 1st and 2nd line technical support to business customers.
Salary R21,100 - R23 769 + benefits
Our purpose is to establish a new standard of excellence in customer service.
We pride ourselves immensely on the product we provide and the service we deliver it with. We believe that all South Africans can expect, and receive, consummately professional, world-class customer service.
We offer exceptional telephone services to businesses. With our telephone system in the cloud, we offer South African businesses the flexibility to work where and how they want and manage everything themselves. We call it Freedom.
No network is the same: hundreds of internet connections, thousands of phone types, tens of thousands of routers and switches. Combine this with firewalls and a few complicated ingredients with abbreviations such as TLS, PBX, SRTP, SIP, NAT and VoIP and you have a recipe that not every cook can prepare.
Our Customer Experience team currently consists of 4 sales colleagues and 3 support colleagues and is the first point of contact for our South African customers. This can be by phone, chat or e-mail. We’re looking for a customer service wizard with a love for troubleshooting tech issues. Think configuring VoIP phones, making changes on the customers cloud-based PBX, troubleshooting call quality issues, or ensuring a smooth number porting experience. All support is remote with no site visits required but it could be required in extreme cases. VoIP experience is essential for this position.
For your on-the-job training, aka on-boarding, you’ll be expected to be proactive in the process and learn quickly. Once fully up-to-speed (2-3 months), you’ll be sending lots of emails and be on calls that can take up a good chunk out of your day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — peers are supportive and available for guidance but there is no hand-holding!
This job is not for everyone. You’re required to meet your targets without hands-on management. It’s your personal responsibility to uphold Voys’ standards for yourself and for your team members. The workload and pace are high. Being on top of your game is paramount. Juggling the immediate needs of customers as well as staying on top of your to-do’s is no easy feat.
Working hours weekdays from 8 am - 5 pm and occasional ad-hoc after-hours support. This is a shared responsibility with 3 other support colleagues.
Providing remote 1st and 2nd line VoIP support to SA business customers & handling number porting requests:
Taking inbound support calls.
Proactively assisting customers with their questions, faults, and requests.
Configuring and shipping IP phones for new and existing customers.
Configuring SIP clients across Android and iOS for mobiles, Mac, Windows, and other PCs.
Assisting and advising customers with technical changes to their phone system.
Actively sharing gained insights and knowledge with colleagues.
Escalating complex faults.
Porting: you will be responsible for all phone numbers port in and port out requests.
Proposing new learnings for our internal and external knowledge base.
Applying the (latest) standard operating procedures relevant to this role and using these guidelines flexibly and with sound judgement.
Resolving all advanced support queries of customers.
Flagging concerning patterns and informing the local and international support or development team, where applicable.
Experience with network/ router configuration & management.
Certificate in CompTIA N+ or CCNA
Skills
Excellent communication skills. Both written and verbal
Diplomatic and tactful
Stress tolerant and great at shifting priorities as demands change
Configuring and troubleshooting a multitude of SIP clients.
Configuring and troubleshooting many IP phones (e.g. Yealink, SNOM, Grandstream, Gigaset, Cisco, Fanvil, and anything else that supports the SIP protocol).
Knowledge of ISP network infrastructure and operations
Relevant and recent knowledge of the TCP/IP and OSI models.
Troubleshooting connectivity issues.
SIP Tracing
Understanding the importance of QoS (Quality of service)
Making raving ambassadors out of grumpy customers.
Excellent written and verbal communication
Troubleshooting
Extremely well organised
Conscientiousness
Tenacious
Resourceful
Analytical
High level of curiosity
Fast learner
Speak/Read/Write fluently in a 3rd language (German/French/Dutch/Arabic/Mandarin)
Continuous improvement mindset
Self-management
You’re based in Cape Town and consider yourself a great conversationalist. You enjoy fixing stuff and putting a smile on a person’s face. This means you’re a great problem-solver. You have highly tuned senses of compassion and empathy and a drive to constantly help others, customers and colleagues alike. You pride yourself in doing excellent work and thrive on getting sh** done! Your can-do mentality ensures that you’re relentless about achieving set targets.
You have an eye for good practice and a nose for bulls***. You’re not afraid to share what you know and you welcome feedback. In fact, you thrive on it. You’re also willing to unlearn what you know when the situation calls for it. We’re looking for people who have no problem adapting to newness. This can be the newness to the tools, programmes and systems we use. This can be a newness to how our organisation is structured (Holacracy). Whatever the newness, you have a willingness to adapt. You’re also passionate about continually finding and implementing ways to improve.
Your word is gold - the team and our clients will be able to rely on you doing exactly what you say you’ll do, when you say you’ll do it. You take full ownership of everything you do. Being organised, diligent and methodical comes naturally to you.
Salary R21,100 - R23 769 + benefits
We have an awesome office in Jamieson Street Gardens, close to Kloof Street, the epicentre of 'Cape Town Cool'. Once you have gained sufficient experience, and completed the 6-month probation period you will have the option to work hybrid. You will have access to benefits like Medical Aid, Income Protector, Personal Development Allowance and more.
Become an integral part of a passionate team looking to redefine how organisations treat both their people and their customers whilst seizing the incredible cloud-based phone system opportunity in South Africa. You will be able to play a significant role in shaping the direction of this fast-growing venture.
So if you want join a team of smart, passionate individuals inspired by setting new standards of customer delight, hit the button below!