Provide 1st and 2nd line technical support for Wildix and Puzzel systems, including VoIP setups, contact centre workflows, call routing, IVR, reporting, and user management
Investigate complex incidents escalated from 1st line support, ensuring timely resolution or appropriate escalation to 3rd line/vendor support
Perform root cause analysis and document incident resolutions and workarounds for future reference
Develop deep, hands-on knowledge of Wildix and Puzzel systems, including configuration, administration, and integration capabilities
Stay current with product updates, patches, and new features through vendor documentation, training sessions, and webinars
Work towards obtaining relevant certifications in Wildix and Puzzel platforms
Assist in ongoing support and maintenance of customer environments, monitoring systems for performance and reliability
Carry out user administration, system configuration changes, and routine maintenance tasks
Support upgrades, patches, and testing in collaboration with implementation and project teams
Act as a technical point of contact for escalated support issues from internal teams and customers
Work closely with Project Engineers and Project Managers during onboarding or change requests to ensure smooth handovers
Communicate effectively with non-technical users to understand and resolve their issues in a clear, professional manner
Maintain accurate and comprehensive support documentation, including knowledge base articles, troubleshooting guides, and change logs
Log all support activities in the ticketing system with clear, professional detail

Requirements

Experience with VoIP/telephony systems (Wildix or similar platforms preferred)
Familiarity with cloud-based contact centre solutions (Puzzel or comparable platforms)
Solid understanding of networking fundamentals including SIP, RTP, firewalls, NAT, and QoS
Knowledge of CRM integrations and APIs (experience with Salesforce, Dynamics, or similar is beneficial)
Windows and Linux troubleshooting experience

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

VoIPcontact centre workflowscall routingIVRroot cause analysissystem configurationnetworking fundamentalsCRM integrationsWindows troubleshootingLinux troubleshooting

Soft Skills

technical supportcommunicationproblem-solvingdocumentationcollaborationcustomer serviceescalation managementattention to detailuser administrationtraining

Certifications

Wildix certificationPuzzel certification