Cloud Technical Support Specialist
Sangoma, a leading provider in business communications solutions, is looking for a Cloud Technical Support specialist to join our innovative team. With a strong focus on delivering robust UCaaS offerings, we are dedicated to supporting our customers with unparalleled service and expertise. In this role, you will be pivotal in providing technical assistance related to our cloud products, ensuring high availability and performance for our clients. If you are enthusiastic about cloud technologies and have a knack for problem-solving, we invite you to become part of our dedicated team. We are looking for talented technical support staff to join our team. Must submit your resume in English.
Your Role:- Provide technical support for cloud-based solutions, addressing customer inquiries and resolving issues efficiently.
- Diagnose and troubleshoot technical problems related to cloud services, ensuring swift resolution.
- Collaborate with engineering teams to identify and escalate complex issues.
- Document support interactions and maintain accurate records within the CRM system.
- Stay updated on new features and enhancements in our cloud offerings to assist customers effectively.
- Assist in the development of FAQs, knowledge base articles, and user documentation.
- Participate in training sessions and provide feedback for continuous improvement of cloud support processes.
Requirements
Your Background:
- Willingness to jump into unfamiliar situations, ask questions and learn
- A warm, customer-service oriented, disposition
- Willingness to “own” a problem from initial report until final resolution
- Must demonstrate a high proficiency in technical troubleshooting
- Familiarity with Linux, Android, iOS, MacOS, and Windows operating systems.
- Command line skills in Linux.
- Experience installing Linux on bare metal and in the cloud.
- Possess the ability to troubleshoot and debug software/hardware issues.
- Experience with Asterisk-based phone systems.
- A solid understanding of TCP/UDP/IP networking.
- Must have expert level written and verbal English vocational skills.
- An associate’s degree, or equivalent, is required. A bachelor’s degree or equivalent is preferred.
Preferred Experience:
- Experience using Atlassian’s Jira platform for ticket management
- Experience managing a VoIP PBX phone system
- Experience with working on an IT team or on in a helpdesk type situation
- Hands-on experience working with gSuite, Active Directory and anti-virus|malware platforms.
Benefits
What We Offer:
- Extensive Benefit Options are effective after a short waiting period
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high-growth career opportunities
Skills Required
- Willingness to learn and jump into unfamiliar situations
- Customer-service oriented disposition
- Ability to own a problem from report to resolution
- High proficiency in technical troubleshooting
- Installing/configuring software and hardware on laptops, desktops and mobile devices
- Managing inventory of company laptops, desktops and mobile devices
- Familiarity with Chrome, Firefox, gSuite, MS Office suite
- Above average verbal and written communication skills; fluent English
- 2 year certificate or degree from an accredited institution
- Experience using Atlassian Jira for ticket management
- Experience managing a VoIP PBX phone system
- Experience working on an IT team or helpdesk
- Hands-on experience with gSuite, Active Directory and anti-virus/malware platforms
- 4 year degree from an accredited institution
What We Do
With over 40 years in the industry, Sangoma (TSX: STC; Nasdaq: SANG) is a trusted communications platform leader specializing in UCaaS, CCaaS, CPaaS, and SIP trunking and faxing. We provide secure communications platforms for cloud, hybrid, and on-prem deployments, all built in-house. Our integrated approach combines voice, video, networking, and security technologies for an exceptional experience. Sangoma proudly supports more than 2.7 million UC seats across 100,000 customers. Our ongoing commitment to innovation is evident through our leadership in the Asterisk and FreePBX open-source projects and our ten-year streak in the Gartner UCaaS Magic Quadrant.
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