Voice Specialist - Sandton

2019/12/13 11:32:17 AM
Voice Specialist (MKT333)
Rivonia, JHB
R Highly negotiable

As the Voice Specialist, you will form part of the Infrastructure team, providing expert level technical support to ensure a positive customer experience. You will be the final point of escalation for support queries and will interact daily with customers, vendors and internal team members. If you are a hands-on individual who pitches in where needed, then we want to hear from you.
Assume ownership of new, escalated (from Tiers 1 and 2) and open service tickets
Respond to client outages and emergency situations
Perform share of 24-hour standby on-call rotation with the Infrastructure Team
Support and assist team members, and work as a liaison between Support, Fulfilment and Field Ops to ensure acceptable MTTR (Mean Time to Repair)
Strive to achieve service level targets (e.g. availability, response times and MTTR)
Handle specialised functions and perform special projects as required
Monitor, mentor and train the Support team
Diagnose the root causes of technical related complaints, propose alternate solutions and run Proofs of Concept (POCs) to determine viability
Work independently and with management to continuously improve processes and procedures
Assist in generating and maintaining policy/procedure, knowledge base, training and customer facing documentation
Work with the Systems team to inform the design/development of customer and staff solutions
5 - 8 years’ experience in voice and data, telecommunication environment
SIP School Certified Associate
Internet | Telco service provider equipment knowledge
Packet analysis e.g. Wireshark
Advanced Asterisk
Linux administration
What attracts us to candidates
High levels of energy, motivation and urgency
A love for helping people, providing quality customer service above and beyond what is required
A real passion for technology, with advanced computer knowledge and literacy
Proven track record of creating and maintaining partner relationships in ICT
Excellent interpersonal and communication skills (oral and written)
Ability to build rapport and elicit problem details from both non-technical and technical customers
Judgment, logic, resourcefulness and creativity
A methodical and proactive approach with highly developed problem solving and analytical skills
Ability to manage a diverse workload and assign priorities to tasks
Ability to work under constant pressure
Visualisation necessary to participate in business functions

What we offer
Important work – We’re making it easier for businesses and people to thrive
Opportunities to grow – On-the-job challenge, funded self-study and intentional experience sharing
Awesome colleagues – Smart, interesting, self-driven and caring provocateurs
Tech enablement – The tools you need to succeed, plus free access to our own offering
Flexibility, balance and rest – Embracing new ways of working, keeping you in the productivity sweet spot
Competitive compensation – Market related salaries and performance bonuses, and health insurance options that ensure you’re covered

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