Commsgroup is a global industry leader in voice communications. We currently deliver voice solutions using both Microsoft Teams and other proprietary platforms in more than 30 countries. We have an opportunity for you to be part of our skilled global operations team based out of our Manila operations hub.As a Technical Support (Voice), you will be responsible for receiving customer enquiries via phone calls and email, diagnosing, troubleshooting, and resolving complex faults. You will need experience with Audiocodes and Sonus/Ribbon voice platforms. Ideally, you should have at least 3 years of experience deploying voice solutions in these platforms and at least 1 year experience with Microsoft Teams.The role is full-time and will work within a roster covering morning, afternoon, and evening shifts.Key ResponsibilitiesDiagnose and rectify SIP and PBX related voice faults on Vodia, Audiocodes, and Sonus/Ribbon platforms.Manage customer correspondence through the ticketing system, escalating and responding within SLA.Raise and escalate faults to upstream carriers and engineering team members.Assist customers with adds, moves, and changes.Configure SIP trunks, dial plans, and routing policies.Document processes and systems for the benefit of other team members.Assist customers deploying new voice solutions (if required).Essential SkillsMotivated, passionate, and skilled technical support consultant.Excellent written and spoken English for direct client interaction.Customer-focused, problem solver, and team player.Strong desire to learn and continuously improve.Excellent attention to detail, with high trust and integrity.Ability to work autonomously as well as part of a team.Background & EducationAt least 2 years experience with Audiocodes, Ribbon/SONUS, and/or Microsoft Teams.Solid understanding of SIP and key network protocols (DNS, NAT).Experience in technical support or service delivery, with troubleshooting via packet capture software (e.g., Wireshark).Moderate network knowledge and general telecommunications troubleshooting.Hands-on experience troubleshooting vendor equipment from Cisco, Polycom, Yealink.Experience with Asterisk, Kamailio, Broadsoft, Vodia, or other similar Hosted PBX platforms is highly regarded.Knowledge or experience of SQL and Power BI is a plus.Work ArrangementFull-time (Roster)Flexible Work from Home Arrangements (1 day per week in the office, for day shifts)Friendly work environment and positive culture with opportunities to learn and growFlexible training and certification options
