Technical Support Team Lead / Technical Manager (VOIP Services)

**Key Responsibilities:**

• Lead, mentor, and manage a team of technical support engineers specialized in VOIP solutions.
• Provide technical guidance and escalate complex technical issues to relevant teams as needed.
• Ensure the team offers high-quality support for VOIP products and services, guaranteeing prompt issue resolution and customer contentment.
• Manage the ticketing system, monitor ongoing issues, and uphold consistent SLA adherence.
• Conduct root cause analysis for recurring technical issues and collaborate with product teams to implement solutions.
• Collaborate with engineering teams to enhance product/service offerings based on customer experiences and support cases.
• Develop, maintain, and update troubleshooting guides, knowledge base, and SOPs for the support team.
• Handle customer escalations and offer advanced technical support for complex VOIP-related queries.
• Provide performance reports on the team, encompassing incident resolution, customer feedback, and process enhancements.
• Execute training programs to keep the support team abreast of the latest VOIP technologies and trends.
• Participate in hiring, onboarding, and conducting performance evaluations for team members.
• Collaborate with US-based teams and clients, working in the US Shift hours.

**Qualifications Required:**

• Minimum of 5+ years of technical support experience, with 2-3 years in a leadership role in the VOIP/Telecommunications sector.
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Proficiency in troubleshooting VOIP call quality, connectivity, and infrastructure issues.
• Hands-on experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies.
• Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls.
• Excellent communication skills, both verbal and written.
• Experience working in a US Shift or a 24/7 support environment would be advantageous.

Please note that the company details were not provided in the job description.,