FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical customer support, particularly in SaaS and telecommunications, with a strong focus on troubleshooting, problem resolution, and knowledge management. Proficient in analyzing technical data and collaborating with cross-functional teams to enhance service delivery and customer satisfaction.
Highest-signal resume keywords
Technical Customer SupportSaaS ExperienceNetworking TechnologiesKnowledge-Centered Service (KCS) CertificationProblem-Solving 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
VoIPTCP/IPHTTPHTTPSSFTPAPIsLoad BalancersProxiesFirewallsRelational Databases
Soft Skills
Analytical SkillsCommunication SkillsTime ManagementMultitaskingMentoring
Tools & Technologies
Contact Centre SoftwareWorkforce Management SoftwareOutbound DiallerNetworking TechnologiesTelecommunications Architecture
Certifications & Qualifications
Knowledge-Centered Service (KCS) Publisher Certification
Industry Keywords
Contact Centre BusinessTelecommunicationsMarket TrendsAgile EnvironmentCustomer Escalation Management
Tech Stack
Tools & technologiesFirewallsMySQLOracleSQLTCP/IPVoIP
About the role
Key responsibilities & impact- Demonstrate subject matter expertise in core technologies and additional technology specialties
- Provide advanced technical support to customers via phone, online, chat, and email
- Analyze logs, traces, packet captures, and other technical data to determine root causes
- Own internal and external troubleshooting communications and customer/stakeholder confidence
- Mentor colleagues on communication, troubleshooting, processes, product knowledge, and case work
- Encourage productive debate and discussion to analyze and resolve problems
- Improve procedures and processes to increase efficiency and effectiveness
- Manage cases according to SLA response and resolution targets, assisting colleagues with timely resolution
- Provide root-cause correction and eliminate recurring issues
- Proactively manage assigned and queued cases according to severity, priority, skills, and ability to resolve
- Open and monitor incidents with third-party providers and collaborate with internal stakeholders
- Obtain and maintain KCS Publisher certification; create and update knowledgebase content using KCS methodology
- Identify, document, and report software, design, reliability, and maintenance issues to appropriate teams
- Gather and validate bug details for R&D reproduction and collaborate during issue isolation, correction, and resolution implementation
- Maintain exemplary KPI performance and model higher-level achievement
- De-escalate customers and handle complex and escalated cases
- Analyze networking technologies and technical diagrams for diagnosis and resolution
- Provide real-time colleague training and develop training materials and best-practice documentation
- Work a flexible schedule and provide occasional on-call services
Requirements
What you’ll need- 7+ years’ work experience in a technical customer service role, preferably technical support
- Minimum 3 years of experience with SaaS, telecommunications, contact centre software, networking technologies, VoIP, QoS, SIP, APIs, bots, TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases such as MSSQL, Oracle, and MySQL
- Excellent technical, analytical, problem-solving, written, and verbal communication skills
- Time management and multitasking skills in an interrupt-driven, high-pressure environment
- Ability to utilize, create, and update knowledgebase resources
- Ability to drive escalated customer problems to resolution using internal and external resources
- Ability to communicate effectively across Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams
- Industry experience and understanding of the contact centre business, market, and business trends
- Understanding of networking technologies and telecommunications architecture, including PBX, carriers, and VoIP
- Ability to work independently as part of a larger team
- Ability to excel in a fast-paced, agile environment
- Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
- Bachelor’s degree in computer science, Business Information Systems, Networking, or a similar field, or equivalent work experience required
- Advantageous: VoIP, telephony/telecom, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services troubleshooting
- Advantageous: Workforce Management software and/or outbound dialler experience
- Advantageous: Web Services and API knowledge
- Advantageous: Database and SQL concepts
- Obtain and maintain Knowledge-Centered Service (KCS) Publisher certification
Benefits
Comp & perks- Flexible schedule and occasional on-call services
- Equal opportunity employment