Handle inbound customer calls and accurately create or update support tickets.
Monitor emails and ticket queues for new incidents, updates, and escalations.
Perform Tier 1 support tasks including voicemail password resets, extension name changes, basic telecom programming changes and initial troubleshooting for call-related issues.
Provide remote support and assist customers with basic hardware troubleshooting.
Coordinate with field technicians and higher-tier support teams to drive issue resolution.
Maintain accurate ticket documentation and customer communications.
Requirements
Strong customer service and communication skills
Experience in technical support, helpdesk, service desk, telecom support, or NOC environments
Basic understanding of TCP/IP networking
Familiarity with Microsoft Windows environments
Ability to troubleshoot technical issues and provide clear instructions to users of all skill levels
Strong attention to detail and documentation skills
Ability to multitask in a fast-paced support environment
Nice to have: Experience with VoIP, PBX, SIP, or Unified Communications platforms
Nice to have: Exposure to Mitel SX-200 ICP, Mitel MiVoice Business (3300), Mitel MiVoice Office (400), or PhoneSuite Voiceware
Nice to have: Telecom, networking, or IT certifications (CCNA, Network+, etc.)
Done for you
We'll apply to this for you
Denidel's HR team submits and tracks the application on your behalf.
