Last Updated: 2026-May-29
Positions Required: 3
Still Available: 3
Tier 4 Technical Support Engineer (Hosted Voice)
*** RESUME REQUIRED / Direct email requested ***
Job Summary:
- Provide remote service and support to Broadsoft Hosted voice services, and BluIP voice customers. This includes troubleshooting PBX systems on cloud hosted solutions and their related applications such as ACD, Voice Mail, MIS reporting, call accounting, application servers and all other peripherally attached equipment to the customers voice communications environment.
Essential Job Functions:
- Manage list of service cases in progress from the Hosted service queue
- Communicate the status of the resolution of cases on to customers as needed
- Provide a high level of customer satisfaction and strive for fast case resolution within 3 days of case creation
- Maintain a clear concise record of work completed in Salesforce CRM
- Communicate with peers and management as needed to escalate unresolved issues
- Maintain excellent communications skills with our customers
- Maintain knowledge of new products and services as to provide a high level of service and satisfaction to our customers
Required Qualifications:
- English proficiency at native-speaker level (C2-level with neutral accent)
- Field Experience
- Two monitors
- 3+ years of technical support voice experience working in an enterprise level, virtual technical support call center. Knowledge of the hospitality, multifamily, and call center industry is a plus.
- Knowledge of Fortigate router configurations as well as Cradlepoint devices and Ruckus access points
- In depth knowledge of Broadsoft Hosted products as well as SIP telephony hardware such as Polycom, SNOM, VTech, AEI, Bittel, Panasonic, Yealink, Telematrx, Cisco gateways, Domotz , Audio Codes Gateways, Adtran routers, Jazz RT1000 and RT500 devices.
- Salesforce experience
Knowledge/Skills/Abilities:
- In depth knowledge Broadsoft and BluIP Hosted voice products, VOIP telephony, Metropolis Call Accounting, Jazzware applications.
- Program SIP Trunks and VOIP Telephones on SIP Gateway Adtrans and MSBRs, configure Analog Gateways on Audio codes such as MP 124 as well as provision Ruckus Access points and Domotz devices
- In depth knowledge on Lan/Wan networking including routing and switching and wireless networking.
- Knowledge re using Microsoft Office, incl. Visio, Wireshark, Remote applications such as Anydesk and LogMein
- Salesforce
- Ability and desire to work, when and as needed, to ensure the availability of services for our clients
- Adapt quickly and openly to a changing environment
- Handle multiple priorities and plan work accordingly
- Achieve a high standard of excellence with work processes and outcomes
- Prioritize high customer satisfaction and responsiveness to customer needs
- Communicate clearly, accurately and in a timely manner
- Take ownership of work, doing what is needed without being asked and following through
- Be receptive to feedback and embrace continuous improvement
Cloud Platforms:
- 3CX
- RingCentral
- 8x8
- Vonage
- Dialpad
- Nextiva
- Zoom
- CallHippo
- Freshworks / Freshcaller
- Ooma
Traditional Platforms:
- Avaya
- Cisco
- Mitel
- NEC
- Panasonic
- Grandstream
- Aastra
- Alcatel-Lucent
- Sangoma
- Yeastar
*** RESUME REQUIRED / Direct email requested ***
Job Types: Full-time, Permanent
Pay: R24 500,00 - R33 000,00 per month
Application Question(s):
- 1. How much experience do you have with Broadsoft Hosted voice services?
- 2. How much exerience troubleshooting PBX systems on cloud-hosted solutions?
- 3. How much exerience working in a busy call center environment?
- 4. How much exerience with Fortigate routers?
- 5. How much exerience with Cradlepoint devices?
- 6. How much exerience working with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, Audio Codecs gateways, etc)?
- 7. Do you have in-depth knowledge of Broadsoft Hosted products?
- 8. How much experience with Salesforce?
- 9. Working hours are 9am to 6pm E.S.T. (New York City). Can you easily work these hours?
- 10. Is your spoken English at the C2 level (clear, unaccented, native-level English - neutral accent / no accent)?
- 11. How many monitors are on the computer you will use for work?
- 12. Do you have a quiet work area with no background noise (dogs / chickens / children)?
- 13. Can you work weekends?
- 14. Do you have any connection to CallTek (CTC BPO) within the last 6 months?
Work Location: Remote
