VoIP & Networking Technical Support Specialist

Shinevision Enterprises, Inc.

Davao City

On-site

PHP 223,000 - 391,000

Full time

8 days ago

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Job summary

Shinevision Enterprises, Inc. in Davao City is seeking a Technical Support Representative to read and understand customer emails, respond professionally, and handle client phone calls to diagnose IT issues while providing effective phone support.

You will document all interactions in our ticketing system, collaborate with teammates to escalate and resolve complex problems, and participate in remote support sessions (Zoom). Training is provided for VoIP and PBX systems.

Qualifications

Proven experience as Technical Support Representative or similar role, preferably with VoIP systems.
Strong knowledge of VoIP protocols, standards, and technologies (e.g., SIP, RTP, codecs).
Familiarity with network troubleshooting tools and techniques.
Excellent written and verbal communication skills.
Ability to work independently and in a team environment.
Customer-oriented and able to empathize with customer concerns.

Responsibilities

Read and understand customer email content.
Reply to emails and respond professionally.
Handle phone calls from clients, understand IT issues and provide good phone support.
Document all support interactions and troubleshooting steps in the ticketing system with clear notes.
Collaborate with other support team members and departments to escalate and resolve complex issues promptly.
Experience in conducting remote support sessions with the user (Zoom).
Know when to escalate issues to senior network engineers when beyond scope.
Learn new technologies fast and be involved in managing VoIP and PBX phone systems (training provided).