Technical Support Team Lead / Technical
- Mifm Operations
- 4 to 7 Yrs
- Hyderabad
- 1 year ago
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Job Description
- Lead, mentor, and manage a team of technical support engineers specializing in VOIP solutions.
- Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary.
- Oversee and ensure the team delivers high-quality support for VOIP products and services, ensuring timely resolution of issues and customer satisfaction.
- Manage the ticketing system, track ongoing issues, and ensure that SLAs are met consistently.
- Perform root cause analysis for recurring technical issues and work with product teams to implement solutions.
- Collaborate with engineering teams to provide feedback and improve the product or service offerings based on customer experiences and support cases.
- Develop, maintain, and update troubleshooting guides, knowledge base, and standard operating procedures (SOPs) for the support team.
- Manage customer escalations and provide high-level technical support for complex VOIP-related queries.
- Provide reporting on team performance, including incident resolution, customer feedback, and process improvements.
- Implement training programs for the support team to ensure they stay updated with the latest VOIP technologies and trends.
- Participate in hiring, onboarding, and performance evaluations for team members.
- Work in US Shift hours, collaborating with US-based teams and clients.
- Experience: Minimum of 5-7 years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry.
- Technical Skills:
- Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony).
- Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies.
- Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls.
- Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure.
- Understanding of telecom protocols and systems (SIP, H.323, QoS, and QoE).
- Hands-on experience with server and network management, including Linux/Unix-based systems.
- Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.).
- Soft Skills:
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and analytical thinking.
- Ability to manage high-pressure situations and prioritize tasks effectively.
- Proven leadership skills with the ability to motivate and manage a team.
- Customer-focused mindset with a dedication to delivering exceptional service.
- Education:
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Masters degree is a plus.
- Experience working in a US Shift or a 24/7 support environment.
- Knowledge of cloud-based VOIP solutions (e.g., AWS, Azure, Google Cloud).
- Experience with VOIP billing systems and integrations.
- Certifications like CCNA, CompTIA Network+, or ITIL Foundation would be an advantage.
Job Title: Technical Support Team Lead / Technical Manager (VOIP Services)
Location: Hyderabad, India
Shift: US Shifts (Night Shift)
Workweek: 5 days per week (Weekends Off)
Job Overview:
We are looking for an experienced Technical Support Team Lead or Technical Manager to manage our VOIP services support team. The ideal candidate will have a strong technical background in VOIP technologies, excellent leadership skills, and the ability to handle complex technical issues while ensuring excellent customer satisfaction. This role involves overseeing a team of engineers, providing escalated support for VOIP-related issues, and ensuring high-quality service delivery to clients, especially in the US market.
Key Responsibilities:
Skills & Qualifications:
Preferred Qualifications:
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Employement Category:
Employement Type: Full timeIndustry: Telecom / ISPRole Category: Technical Support / HelpdeskFunctional Area: Not SpecifiedRole/Responsibilies: Technical Support Team Lead / TechnicalContact Details:
Company: Varun Digital MediaLocation(s): Hyderabad
Keyskills: technical support ip telephony networking pbx voip crm ccna voip protocols sip
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