telecom repair Technician /tier 2 supportAirespring

Company Description
Headquartered in Los Angeles, AireSpring is an award-winning provider of cloud communications and managed connectivity solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.
AireSpring has received numerous third-party industry awards: "Product of the Year," "Best Telecom Deal," "Best in Show," and "Top Channel Program."
AireSpring is privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates.
Job Description
RESPONSIBILITIES INCLUDE:
Working tickets escalated to Tier 2 group, taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage and prioritize, including technical tickets to meet agreed target resolution times.
Provide a professional and courteous customer service experience and set expectations based on agreed processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to customers until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution.
Provide technical support, to include training, to end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads, managers and NOC techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.
Qualifications
Position requires a minimum of two (2) years previous job-related experience.
1+ years providing excellent customer service and support within a technical organization
1+ years of experience researching and resolving issues within a timely manner
Must be able to work nights and weekends on rotating on-call rotation
Understanding of Originating and Terminating Call Flows
Basic SIP/VoIP troubleshooting skills
Excellent attention to detail and note taking
Ability to sit at a computer for long periods of time
Ability to communicate clearly and effectively over the phone
Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
CCNA/CCIE Network Certification a plus
LAN/WAN, router, and firewall technologies a plus
CODECS (G711, G729) a plus
Additional Information
PLEASE INCLUDE YOUR SALARY EXPECTATIONS
Address: 33F One San Miguel Avenue Building San Miguel Avenue Corner Shaw Boulevard Ortigas Center
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