Technical Support Specialist

Requirements
• Key skills and experience required for the role:
? IP-based phones: Extensive knowledge of specific types of IP-based phones.
? Public-facing technical support: Experience dealing with the public in a technical support capacity, demonstrating patience.
? Linux background:
? Regular admin experience, not necessarily a programmer.
? Experience logging into Linux Ubuntu, checking network and disk usage, and deleting files as needed.
? Familiarity with Linux administrative tools like packet capture TCP dump.
? Knowledge of Voice over IP and SIP protocol.
? Familiarity with Asterisk, a telephony toolset that ships with Asterisk Ubuntu servers.
• Company's technical environment:
? Uses Linux Ubuntu as the platform for network, premise product, and cloud PBX products.
? Customers use Protel PBX software, which is based on Linux and Asterisk.
? The phone network backend (SIP trunking) is also Linux and Asterisk-based and operates in the cloud.
? In-house billing and licensing servers are Linux-based, but developers typically handle issues with these.
• Role responsibilities and expectations:
? First point of contact: The hired person will be the first contact for customer issues.
? Issue resolution: Expected to respond immediately and help customers using available tools (Wiki, support AI).
? Escalation: Issues that cannot be solved independently will be escalated to Landon (General Manager), Dale (Field Sales Operations), or the speaker.
? Typical call example: A simple Tier 1 support issue, such as guiding a customer to turn on a power button after an outage.
? Call volume: Averages two to three calls per day, with occasional flurries.

? Training: Will receive training on internal systems, PBX product, and phone network backend (SIP trunking).
? Access: Will be provided with logins for systems, a company email address, and a username for the OpenAI business account used for support.
• Candidate profile:
? English proficiency: Needs to speak English well.
? Learning ability: Should be a fast learner, as many systems are proprietary.
• Logistics and hiring process:
? Candidate's equipment: The candidate will use their own laptop with good internet access; a Windows laptop is preferred, but Linux or Macintosh is acceptable. A softphone link will be provided, or they can connect their existing softphone.

Kindly send your updated resume to apply. Thank you!