VOIP Network Engineer

Jobskey Search and Selection; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading technology service provider in Bengaluru is seeking a VOIP Network Engineer. This role focuses on managing customer interactions through chat, email, and calls while troubleshooting network issues. Candidates should possess strong knowledge of TCP/IP protocols, VOIP, and experience with CRM systems like Salesforce. Excellent customer service and communication skills are essential. This position offers opportunities for professional growth in a dynamic environment.

Qualifications

• Good knowledge of various network protocols including TCP/IP and VOIP.
• Intermediate understanding of the OSI model and networking principles.
• Familiar with customer portal case management systems.

Responsibilities

• Handle all customer inbound interactions via chat, email, and call.
• Timely escalate cases needing technical assistance.
• Manage backlog to ensure customer satisfaction.

Skills

Knowledge of TCP/IP protocols

Understanding of switching

Knowledge of VOIP and SIP

Familiarity with Salesforce Service Cloud

Customer service skills

Tools

Wireshark

Job description

Overview

Our client is a leading digital technology and customer experience services company known for its agility, innovation, and focus on client outcomes.

Job Responsibilities

• Handle all work / troubleshoot inbound interactions (Chat, email, Call) from customers
• Timely handoff (escalation) of cases that require technical assistance to NOC etc.
• Manage his backlog efficiently, with a focus on customer satisfaction and first-call resolution
• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, sharing/upgrading technology, and product expertise

Technical Skills

• Good knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, and WebRTC
• Intermediate understanding of switching, OSI Model, MAC Addressing, Subnetting, TCP, DNS, Ping/Traceroute, DHCP, telnet, and routing
• Basic to intermediate understanding of QOS settings, NAT, firewall, T1, ISDN, Linux, and SBC
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, and knowledge of VOIP and SIP
• Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.
• Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

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