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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 1 operational support and incident management within telephony systems, ensuring effective troubleshooting and resolution in a production environment. Strong communication skills facilitate collaboration with both business and technical teams.
Highest-signal resume keywords
Level 1 Operational SupportIncident ManagementTelephony Systems TroubleshootingTicket ManagementStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident TriageTroubleshootingTelephony Systems SupportBasic SQL Knowledge
Soft Skills
Strong OwnershipPrioritization Skills
Industry Keywords
Contact Center OperationsCall CenterCustomer-Facing Technology
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Provide Level 1 operational and system support
- Troubleshoot telephony-related issues
- Perform system triage and incident management
- Escalate and track incidents through resolution
- Investigate telephony and system-related issues in a production environment
- Prioritize multiple operational issues simultaneously
- Communicate with business and technical teams
- Support operations, systems troubleshooting, and process improvement
Requirements
What you’ll need- Hands-on experience supporting telephony systems within a contact center, call center, or similar operational environment
- Experience with Level 1 troubleshooting, incident triage, ticket management, and escalations
- Ability to investigate and troubleshoot telephony and system-related issues in a production environment
- Strong ownership and ability to follow incidents from initial identification through resolution
- Strong prioritization skills, especially when managing multiple operational issues simultaneously
- Excellent communication skills and ability to work effectively with both business and technical teams
- Fluent English
- Availability to work 4 weekdays + Saturday, as specified in the requisition
- Experience supporting contact center operations, telephony platforms, or similar customer-facing technology environments
- Experience partnering with IT or technical support teams on incident resolution
- Exposure to testing, release validation, or production support
- Basic SQL knowledge is a plus
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development