Tier 1 UCaaS Analyst Job Description Template
Our company is looking for a Tier 1 UCaaS Analyst to join our team.
Responsibilities:
- Help clients with Adds/Moves/Change requests;
- Reply to incoming emails in a complete and timely manner;
- Analysis of call logs to discover any underlying issues or trends;
- Troubleshoot voice network issues;
- Provide clients with licensing, hardware quotes, and user instruction guides;
- Basic Router configuration;
- Work with service providers and vendors to drive issues to resolution;
- Help clients over the phone while installing 3rd party applications;
- Configuration of client’s voice network equipment and devices;
- Assist the implementation department with service delivery.
Requirements:
- Excellent computer navigation skills including Microsoft office products;
- Applicants should be Filipino citizens or hold relevant residence status;
- TCP/IP Networking;
- Different Operating Systems: Windows (7, 10, Server 2003, 2008 and 2012) and UNIX (Linux, others);
- Basic understanding of SIP messages and responses (INVITE, REFER, BACK, BYE, 100 Trying, 180 Ringing, 200 OK etc.);
- Familiarity with Broadsoft voice platform, VoIP and any Telecom Voice Services;
- SIP system components (media gateways, proxies, endpoints, etc);
- Thorough knowledge and relevant experience in SIP and RTP;
- Fluent in English;
- Willing to work on night shifts and during holiday;
- Must have at least one year of call center experience;
- Willing to be assigned in Mandaluyong;
- Ability to multi-task;
- Graduate of any bachelor’s degree or any 2-year vocational, technical or diploma course.