Technical Support Team Lead / Technical Manager

To qualify for this role, you must have a minimum of 5+ years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry. You should possess strong knowledge of VOIP technologies such as SIP, RTP, PSTN, PBX, and IP Telephony. Experience with VOIP platforms like Asterisk, FreePBX, Cisco, or Avaya is essential, along with familiarity with networking concepts and troubleshooting issues related to VOIP call quality, connectivity, and infrastructure.

In addition to technical skills, you should have excellent communication skills, both verbal and written, strong problem-solving abilities, the ability to manage high-pressure situations, proven leadership skills, and a customer-focused mindset. A Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field is required, while advanced certifications or a Master's degree would be a plus. Experience working in a US Shift or a 24/7 support environment, knowledge of cloud-based VOIP solutions, and certifications like CCNA, CompTIA Network+, or ITIL Foundation are preferred qualifications.

Your success in this role will depend on your ability to lead, mentor, and manage a team of technical support engineers effectively, ensure high-quality support for VOIP products and services, and collaborate with various teams to enhance customer satisfaction and service delivery. Your commitment to staying updated with the latest VOIP technologies and trends, implementing training programs, and contributing to team performance evaluations will be vital to the success of the support team and the overall organization.,