Tier 1 VoIP, Hospitality Support Specialist

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FGC+

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2011

🤝 B2B

🎯 Recrutement

🏢 Entreprise

B2B • Recruitment • Enterprise

FGC+ est une entreprise de sous-traitance des processus métier (BPO) qui fournit des équipes de soutien entièrement gérées pour la facturation, la comptabilité, la logistique, la planification, le service client, le support technique, la gestion des données et le soutien médical. Ils recrutent, forment et gèrent le personnel pour offrir des opérations de back-office évolutives, la gestion de la main-d'œuvre, l'assurance qualité et les services aux clients dans des secteurs tels que le commerce électronique, la santé, le voyage, l'assurance, l'immobilier, les télécommunications et la technologie. FGC+ opère depuis un siège social aux États-Unis avec des centres de livraison aux Philippines et met l'accent sur la conformité, la sécurité des données et les partenariats à long terme pour favoriser l'excellence opérationnelle et la croissance durable.

Description

• Serve as the initial point of contact for customers seeking technical assistance via phone, email, ticketing system, or chat • Answer incoming support calls in a professional, timely, and customer-focused manner • Adhere to company SLAs and response time requirements for incoming support requests • Monitor systems for faults, outages, alarms, errors, and overall health of customer equipment, core infrastructure, and ancillary services • Troubleshoot VoIP, hospitality, and networking-related technical issues remotely • Provide excellent customer service by actively listening to customers, understanding concerns, and communicating solutions clearly and professionally • Document all customer interactions, troubleshooting steps, and resolutions in a clear, detailed, and organized manner • Escalate complex or critical issues to the Support Team Leader or higher-tier support teams while ensuring accurate and timely handoff • Triage support tickets and incidents based on severity, visibility, operational impact, and customer status • Maintain communication with customers throughout the lifecycle of a ticket or issue • Collaborate with internal teams to improve support processes, workflows, and customer experience • Stay current with company products, hospitality technologies, VoIP systems, and industry trends • Create and maintain documentation, knowledge base articles, and Wiki-based training/reference materials • Assist with basic system preparation, provisioning, or configuration tasks as needed • Perform other duties and responsibilities as assigned from time to time

🎯 Exigences

• Strong English communication skills — both written and verbal — are required • Minimum of 2 years of experience in a technical support, help desk, NOC, or customer support role • Experience in telecommunications, VoIP, networking, or hospitality technology environments is required • Strong troubleshooting and problem-solving skills with excellent attention to detail • Ability to professionally handle inbound customer calls, support tickets, and technical issues in a fast-paced environment • Familiarity with VoIP technologies, SIP, networking fundamentals, and remote troubleshooting methodologies • Ability to prioritize, triage, and manage multiple tickets and customer requests simultaneously • Excellent documentation skills with the ability to clearly document troubleshooting steps, resolutions, and customer interactions • Ability to work under pressure and adapt to shifting priorities in a dynamic support environment • Patience, empathy, professionalism, and the ability to remain composed during difficult customer interactions • Strong sense of accountability, ownership, integrity, and reliability • Ability to work independently with minimal supervision while also functioning effectively as part of a team • Candidates must successfully complete the Sangoma FreePBX Essentials course within 5 days of employment as a condition of continued employment • A Plus to Have Degree in Computer Science, Information Technology, Telecommunications, or a related field is desirable but not mandatory • Familiarity with FreePBX software applications and VoIP/PBX environments • Basic knowledge of Linux systems and Linux command line utilities • Familiarity with Wireshark or other packet capture and troubleshooting tools • Basic understanding of networking concepts such as VLANs, DHCP, routing, switching, and firewall fundamentals • Strong understanding of the OSI (Open Systems Interconnection) model and general network communication principles • Experience with hospitality technology or hotel support environments • Experience using ticketing systems, monitoring systems, or remote support tools • Network+ and/or Cisco Systems CCNA certifications are highly desirable; candidates with valid certifications will receive priority consideration.