TECH SUPPORT ENGINEERS (VOIP)

Department: Network Operations Center

  • Apply knowledge of TELNOVO services, VOIP technology and networking hardware and software. Provide technical support to TELNOVO’s customers. Troubleshoot and repair TELNOVO’s solutions. Understand network architecture required to support TELNOVO’s VoIP and Cloud services.
  • Recommend network hardware, software and design elements. Answer technical questions, solve technical problems and suggest appropriate workarounds. Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.
  • Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given.
  • Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.
  • Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.
  • Maintain current VOIP Telecommunication System that are on premise and cloud base solutions for intemal and extemal clients of TELNOVO.
  • Handle SIP Account creation, Call Routing on inbound and outbound routes, IVR, Campaign Creation, Extension Database and other related configurations.
  • Be updated on VOIP Platforms that could benefit the company’s operation.
  • Provide Project Management for Design, Implementation, Monitoring and Upgrade of VOIP Platforms for internal and external clients
  • Provide recommendations, analysis and improvement on VOIP solution that adhere to VOIP Operation best practices.
  • Provide needed purchase requests of VolP licenses and VoIP devices for companies operation.
  • Troubleshooting on VOIP Platforms being used by the company; onsite diagnosis, assessment and preventive maintenance.
  • Provide report and assessment on VolP platforms.
  • Keep track on license needed on VOIP Platforms being used by the company.
  • Coordinate with other teams for changes in implementation and design on VOIP Platforms.
 
Requirements:
  • Must have a Bachelor’s Degree on Electronics and Communication Engineer or other related course.
  • At least 3 years’ experience in handling VOIP Systems
  • Networking, IT or telecommunications certification is a plus
  • Strong troubleshooting and problem solving skills
  • Experience on implementing asterisk based solutions like Asterisk, Elastix, Vicidial and FreePBX.
  • Experienced on Vicidial Multi-Server Setup for 100 or more agents is a plus.
  • Familiarity with Voice protocols and codecs
  • Experience in managing SIP Trunks and E1 connections
  • Willing to work in a shifting schedule
  • Work assignment BGC Taguig with options to work from home.

 

SALES EXECUTIVES

Department: Sales

Job Responsibilities:
  •  The primary purpose of the VOIP Sales Executive is to proactively prospect and sell TELNOVO’s services to potential customers.
  •  Contact potential customers via e-mail, calls, and chat for the purpose of selling TELNOVO’s products and services. Present TELNOVO’s services through on site or Online meetings with decision makers. Close sales opportunities.
  •  Process orders accurately and efficiently, ensuring that all company standards and departmental expectations are met.
  •  Utilize, maintain and continuously improve various sales and communication techniques, knowledge of TELNOVO’s products; services; prices; promotions; and technical skills
  •  Thrive in a self-directed environment.
Qualifications
  •  Experience selling VoIP or Telecom services to SMEs and Call Centers.
  •  Background on IT Software or PBX Systems
  •  Able to verbally communicate clearly, persuasively and professionally in order to achieve the desired/expected sales and customer satisfaction goals
  •  Able to professionally and concisely communicate and write in English
  •  Candidate must possess knowledge, skills and experience in telephone sales
  •  Experience using CRM system
  •  Highly motivated, driven and personable individual
  •  Able to understand customer needs and identify potential fits
  •  Strong Interpersonal Skills (Friendly Outgoing Personality)
  •  Self motivated with a strong sense of urgency
  •  Quick learner
  •  Be adaptive to change
  •  SaaS and Cloud experience a plus
  •  Cold-calling/prospecting experience
  •  Experience with LinkedIn
  •  Passion for technology
  •  Able to translate complex concepts into simple and intuitive communication
  •  Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.
  •  Required skill(s): MS Office.
  •  Required language(s): English, Filipino
  •  At least 1 year(s) of working experience in the related field is required for this position.
  •  Preferably 1-4 Yrs Experienced Employees specializing in Sales – Engineering/Technical/IT or equivalent.