Role & responsibilities

Provide technical support to customers for VoIP, networking, and telecommunications-related issues through calls, email, chat, and remote sessions.

- Troubleshoot SIP, RTP, H.323, TCP/IP, DNS, DHCP, connectivity, and call-related issues.
- Analyze VoIP call setup, signaling, audio flow, call quality, and call termination issues.
- Use Ping, Traceroute, Telnet, and other basic networking tools to identify and resolve connectivity problems.
- Troubleshoot common network issues related to IP addressing, MAC addresses, subnetting, routing, and DNS/DHCP.
- Conduct screen-sharing sessions to assist customers with product setup, configuration, and technical troubleshooting.
- Manage customer cases, document troubleshooting steps and resolutions, and maintain accurate records using Salesforce Service Cloud or similar CRM/ticketing tools.
- Use knowledge bases and customer portals to provide accurate solutions and ensure timely resolution of technical issues.
- Escalate complex or recurring VoIP/networking issues to the appropriate technical teams while maintaining ownership of customer communication.
- Maintain strong customer relationships by providing explicit, professional, and timely technical assistance.

📌 Network Support Engineer (Bengaluru)
🏢 Wroots Global
📍 Bengaluru