Technical Support Representative
Hunter's Hub Inc.
Job Description
Description
- Provide technical support and troubleshooting for issues related to VoIP, SIP, WebRTC, and cloud communications platforms.
- Analyze and resolve complex network-related problems affecting voice and video communication quality (e.g., jitter, latency, packet loss).
- Monitor and manage alerts from UCaaS platforms and related infrastructure.
- Work with customers, partners, and internal teams to investigate and resolve service-impacting issues.
- Perform root cause analysis (RCA) and document findings, solutions, and preventive measures.
- Collaborate with the engineering and product teams to escalate and resolve systemic or software-related issues.
- Guide customers on network optimization for UCaaS performance (firewall configurations, QoS, NAT traversal, etc.).
- Assist in onboarding and configuring new customers on the platform.
- Maintain knowledge base articles and technical documentation to support end users and internal teams.
- Participate in on-call rotations or scheduled maintenance windows as needed.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Networking, or related field (or equivalent experience).
- Minimum 1 year of experience in technical support or network engineering, preferably in VoIP/UCaaS environments.
- Solid understanding of networking concepts: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, firewalls, SIP, RTP.
- Experience troubleshooting VoIP/SIP-related issues and packet captures using tools like Wireshark.
- Familiarity with UCaaS platforms (e.g., Zoom Phone, RingCentral, Microsoft Teams, 8x8, Cisco WebEx, etc.).
- Excellent communication and customer service skills with the ability to explain complex issues to non-technical users.
- Experience supporting Windows, macOS, Android, and iOS platforms.
Kenneth Salvaloza
HR OfficerHunter's Hub Inc.
Active today
Working Location
One San Miguel Avenue (OSMA) Building. H3H5+72P, San Miguel Avenue corner, Shaw Blvd, Ortigas Center, Pasig City, Metro Manila, Philippines
Posted on 13 May 2025
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