Deputy Manager â TS
Deputy Manager â TS
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Job Description
Research software updates to increase capacity and optimize performance Identify shortterm goals to increase productivity in communications infrastructure See that all equipment functions are optimized for efficiency Perform network analysis to improve security and prevent future failures or downtime Research new technologies to stay abreast of field developments Call flow creation and management Script creation Deliver IVR related Change Request/Service Request/Incidents and troubleshooting Recording configuration and management Voice mail set up and configuration Setup in the application for queues routing SLAs Skillbased autorouting 2nd level of troubleshooting. Troubleshoot and resolve complex technical issues related to the telecom systems (softphone hardphone VoIP and PBX) including voice quality connectivity and integration all inbound interactions (Chat email Call) from customers. Timely handoff (escalation) of cases that require technical assistance to NOC etc. Manage his backlog efficiently with a focus on customer satisfaction and first call resolution. Other team player activities like contributing to KB notifying/discuss on any process improvement or best practices Sharing/upgrading tech and product of the various Voice Platforms like RingCentral Office NICE inContact CXOne Avaya S8300 (OnPrem) CNSH Avaya S8500 (OnPrem) CNGZ Digital Phone System by ChugHwa Telecom (OnPrem) TW Babble (Sesui) (Cloudbased) UK etc. Troubleshoot and resolve complex technical issues related to the telecom systems (softphone hardphone VoIP and PBX) including voice quality connectivity and integration problems.
Qualifications :
Bachelors
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
