Job description

Customer Support - Hybrid

Sangoma is an industry-leading, profitable, and growing Communication as a Service (CaaS) company with a complete end-to-end communications product portfolio, including a wide range of cloud offerings, including Unified Communications, Video Meetings, Mobility, Fax, SIP Trunking, and CPaaS.

Your Role:

Answer inbound calls, emails, support tickets, and live chats from clients regarding technical issues with products and services, with a primary focus on resolving Level I issues.
Use software such as PuTTY, Wireshark, and Microsoft SQL Server to collect and validate data related to customer trouble reports.
Escalate voice network issues to vendors/underlying carriers and ensure timely resolution through consistent updates and case tracking
Report and escalate critical issues to Level II/III technicians when necessary
Participate and contribute to daily support meetings while providing accurate meeting minutes to the department
Create evening shift report to summarize outstanding issues and communicate escalations to teammates
Create and update wiki articles for both VI's customer-facing and internal knowledge base
Conduct self-directed research pertaining to VoIP, CPaaS, and other topics relevant to the department to enhance the skill set and knowledge sharing amongst the department

Your Background:

Prior customer service experience with a passion for problem resolution
Expert knowledge in Microsoft Office and G-Suite
Strong organizational skills
Strong verbal and written communication skills with the ability to effectively communicate with less technical customers
Comfortable working on a team with fluid priorities
Able to work with and learn new technologies
Interest in automating frequent manual tasks and processes
Good English, verbal and written.
Customer service experience.

What We Offer:

Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
Matching 401K program
Flexible Time Off & Company Holidays
Entrepreneurial work environment partnered with high-growth career opportunities

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

Sangoma Communications is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

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