Technical support representative in Webitel

About the company:

Our company develops its own Webitel communication platform for building call centers of any level of complexity.

We provide a full cycle of maintenance of systems of our own production. Our technicians provide consulting services, install, configure and remotely diagnose the system.

The main field of application of the system is the creation of contact centers to serve companies that deal with incoming calls (hotlines, information lines, sales support, etc.), as well as outgoing calls (telemarketing, active sales, information, etc.). The system allows you to manage groups of operators, optimally distribute the load, use the IVR menu in call queues. Advanced reports and analytics allow you to quickly manage the Call Center and make informed management decisions.

Responsibilities:

• Providing technical support to Webitel customers (helping customers configure IP telephony, diagnose and debug complications related to the operation of servers, traffic transmission and i.e.)
• Support of IP telephony systems and troubleshooting;
• Analysis of SIP/RTP packets to identify problems with voice;
• Log analysis;
• Configuration of call routing using json or graphical designer;
• Prioritization of requests and their resolution (JIRA);
• Communication with clients email/skype/telegram/teams/google meet etc.
• Communication with related departments to diagnose and solve complex/non-standard cases.

Requirements:

• Experience with a Linux terminal;
• Understanding the architecture of computer networks;
• Languages: Russian - good spoken and written (Kazakhstan market);
• Opportunity to sometimes work at night.

Will be an advantage:

• Knowledge of the OSI model;
• Basic knowledge of writing automated scripts (BASH and CMD);
• Basic knowledge of SQL and json.

We work in a small team and value our customers, so it will be cool if you:

• Customer-oriented;
• Have good communication skills;
• Able to work in a team;
• Always ready to help colleagues;