Job Title: Fresher Technical Support Engineer (Voice Quality) – Aircall Uganda Jobs 2021
Organization: Aircall Uganda
Duty Station: Remote – Apac, Uganda
Aircall Uganda Profile:
Aircall is on a mission to redefine the business phone. We are an advanced cloud-based phone system, complete business phone, and call center software — all wrapped up in one single tool. But behind our product are the people driving it. Ambition, Community, Teamwork and Transparency –– these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.
So if you’re a person that loves a good challenge, enjoys solving meaningful problems, and wants to be a part of a fast-growing startup — then you just might be who we’re looking for!
Job Profile:
As a Senior Technical Support Engineer, you will:
– Handle technical and functional questions escalated by the Customer Relations Team
– Analyse, Reproduce and Report all the incidents reported by customers
– Test fixes deployed by developers with the QA Team
– Create and maintain internal documentation for recurrent issues
– Train the Customer Care Team about technical issues
– Work back and forth with the L1 team to train them on some specific problematics, and learn how the issues are escalated to the L2 team
– Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to Customer Care Team
– Escalate feedback to Product & Tech teams in order to help improving our product
Roles and responsibilities:
- Receive and respond to escalated customer requests regarding voice quality issues such as poor quality, robotic voice, reachability, network or carrier problems
- Replicate customer issue to be more productive, analyze logs
- Work closely with carriers for issues on their ends
- Handle a variety of complex issues dealing with various platforms, operating systems, applications, inbound / outbound calling, caller ID, calling features, etc.
- Monitor customer support metrics to proactively identify trends, recurring issues and levels of customer satisfaction
- Work with technical and engineering colleagues to diagnose, understand and resolve network and voice engineering issues
- Follow up with customers to ensure ongoing high levels of satisfaction
- Take ownership with internal and external stakeholders to define and resolve systemic issues, develop product enhancements and workarounds
- Recommend and support implementation of process improvement initiatives
Qualifications
Qualification
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- Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other European Language are an advantage)
- Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
- Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
- Aptitude to learn and support new products and systems (hardware & software)
- Motivation to learn by oneself and look for knowledge
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Hard Skills
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- Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
- Operating systems (Windows, Linux, OS X)
- IP Networking Concepts (TCP/IP, VLAN, FTP) and OSI model
- Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
- Working knowledge of B2B technologies including AS2, SFTP and Web Services
- API knowledge and coding skills
- Postman & SOAPui
- Background writing in a scripting language a plus
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Preferred experience
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- Master or BcS in Software engineering
- 3+ years of experience as a Tech Support Engineer in a tech company
- Familiarity with Ruby & React languages
- Familiarity with SQL
- Good communication and collaboration skills
- Autonomy in your work
- Experience with CRM tools such as Salesforce, Hubspot, Pipedrive, Zoho, Freshdesk, etc
How To Apply for Aircall Uganda Jobs 2021
All interested and suitably qualified candidates should submit their applications through the link below.
Closing Date: Open until filled
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