- Prior contact center experience - EMEA/NAM (handling inbound calls/chats).
- Excellent written and verbal communication skills in English.
- Basic knowledge of VoIP Setup, Basic Networking knowledge, basic experience in Windows and macOS.
Technical Knowledge Requirements :
- Moderate understanding of networking fundamentals, including:
- Packet Switching VoIP protocols (H323, SIP, RTP)
- OSI Model
- MAC Addressing and Subnetting
- TCP/IP, DNS
- Networking tools such as Ping/Traceroute, DHCP, Telnet, Basic Routing Concepts
- Good understanding of VoIP technologies, networking, and telecommunications.
- Explicit knowledge of how VoIP calls are connected and terminated Understanding the role of SIP in VoIP call setup and management
- Additional Competencies
- Basic knowledge of SaaS products.
- Experience conducting screen-sharing sessions to assist customers with setup and troubleshooting.
- Familiarity with Salesforce Service Cloud (or similar CRM systems), Knowledge Base systems, and Customer Portals for case management.
- Certifications in CCNA/CCNP are an added advantage