1st & 2nd Line VoIP Support Technician

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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 unrivalled first and second line technical support to business customers.

Salary R17,590 - R20 995 + benefits

Full-time · Gardens, Cape Town

It's our goal to bust bureaucracy in order to create high-performing organisations with happy and engaged employees

About the Company

We’ve set out to provide unrivalled customer experience, an experience that delights each and every customer every time.

Voys was founded 15 years ago. We provide an Asterisk-based cloud PABX for businesses, called Freedom. It’s open-source and developed by our sister company in the Netherlands. Customers have access to a self-service web portal and have the ability to provision everything themselves. 

About the Job

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 4 support colleagues and is the first point of contact for our SA customers. This can be by phone, but also via chat or by 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 guiding a new customer in making their first prepayment via the web portal. All support is remote. (i.e. no site visits required.)

On the job training: Experience with VoIP is not a requirement (it is a bonus though). A high level of curiosity and a desire to learn is. You will learn via on-the-job training from your peers. We are expecting you to be resourceful and learn fast. 

You’ll be sending lots of emails and be on calls that can take 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 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 9 am - 5 pm and occasional ad-hoc after-hours support. (This is a shared responsibility with 4 other support colleagues)

What you'll be responsible for

Providing remote first and second line VoIP support to SA business customers:

  • Taking inbound support calls and responding to support emails

  • 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 and Mac, Windows and other for PC’s

  • Assisting and advising customers with technical changes to their phone system

  • Actively sharing gained insights and knowledge with colleagues

  • Escalating complex faults

  • Proposing new learnings for our internal and external knowledge base

Skills

  • Making raving ambassadors out of frustrated customers
  • Excellent communication skills. Both written and verbal Diplomatic and tactful
  • Stress tolerant and great at shifting priorities as demands change
  • Troubleshooting
  • Extremely well organised
  • Conscientiousness

  • Tenacity
  • Resourcefulness
  • Analytical
  • High level of curiosity
  • Fast learner
  • Continuous improvement mindset
  • Self-management

About You

You’re already 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; your 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 finding and implementing ways to improve things by 1% every day.

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 working methodically comes naturally to you.

About Pay & Benefits

Salary R17,590 - R20 995 + benefits

We have an awesome office in Gardens, Cape Town, in Kloof Street, the epicentre of "Cape Town Cool". Benefits like Medical Aid and Income Protector contributions, Study Allowance and more.

Become an integral part of a passionate team looking to redefine how organisations treat both their people and their customers, while at the same time 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 to join Joshua, Helen, Maelys, Roxzanne, Sakhe, Todd, and Ryan in delighting our customers and prospects with unrivalled customer service, why not apply now!