VoIP Support L1 (Tier 1 Support Agent)

About the role

Outsourcing Services International is looking for a Tier 1 Support Agent to provide technical support for the Netsapiens software solution and the infrastructure and routing behind it. The role combines technical troubleshooting with strong customer service skills, and offers opportunities for growth and specialization.

Key responsibilities

• Become a Subject Matter Expert in platform and network troubleshooting, giving intermediate to advanced VoIP support
• Assist clients by phone, email and chat, resolving issues and answering queries
• Proactively identify and fix platform and network issues, escalating complex cases with complete documentation
• Recreate customer environments on lab servers to reproduce and solve problems
• Compare customer settings with best practice and recommend adjustments
• Give step-by-step instructions for updates and configuration changes
• Monitor system performance through regular maintenance and give customers timely status updates
• Follow a rotating shift schedule for 24/7 availability and work with cross-functional teams to improve processes

Required profile

• 1-2 years in a call center or customer service role, preferably in telecom or IT
• Excellent written and verbal communication, with a customer-focused approach
• Strong problem-solving, detail-oriented and able to document issues accurately
• Able to multitask and prioritize in a fast pace, and to work independently and in a team

Required skills

• Knowledge of the Netsapiens platform and network architecture (highly preferred)
• Linux command line for troubleshooting and database management (highly preferred)
• Familiarity with VoIP protocols, IP phones, ATA adapters and softphones (highly preferred)
• Basic networking troubleshooting (highly preferred)
• Certifications such as CCNA, CCNP, JNCIA or JNCIP are a plus