Credit Solutions Services (CSS) Ongoing Job Vacancy – Apply Now!
Job Title: Voice Engineer
Location: Durban
Job Summary:
Duties & Responsibilities:
Serve as the first point of contact for customers/OEM/Support provider/Vendor/NOC for the remote support for the new installations/project and for the planned/planned maintenance/troubleshooting activities over the phone or email
Support the remote troubleshooting through diagnostic techniques and pertinent questions
Daily monitoring of system health check for the alarms, hard/soft phone status, trunk status/utilization, status of the call recordings space etc
Understanding of the ACD and Dialler reports
Creation of the skills-sets, IP station IDs, Agent IDs
Registering/troubleshooting new/existing IP end-points(hard/soft phone)
Daily Voice/ACD/Dialler/Trunks Incident tickets handling for the End-Users/CC agents
Provide guidance to end users on phone usage / features / configurations
Assist troubleshooting and analysis of any major issues (as directed by L3 SME)
Support for any onsite voice projects and initiatives
Documentation of relevant issues and processes for future reference
Desired Experience & Qualification:
Requirements and skills
Good Understanding of the voice PBX, Call Centre solutions, ACD and Outbound Diallers
Minimum 1 year of experience administering some or all of the following platforms – Avaya PBX and/or Cisco Call manager and/or Aspect UAD and/or Asterisk X-Lite
Proven experience as a Voice help desk technician or other customer support role
Graduate with specialization in Information Technology/Telecom/Computer Science
At least 2 years of work experience with minimum 6 months of relevant exposure
Ability to work independently with minimum supervision
Package & Remuneration:
Market Related
To Apply:
