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afarax - Customer Support Engineer

Role

  • Handling our Customer and prospect support via ticketing by:
    • Troubleshooting Customer issues and communicating progress in the ticket to the customers
    • Helping the customers with the configuration
    • Solving issues or escalate them further to carriers or to 2nd Level VoIP & Network Support Engineer
    • Ensuring high rate of customer satisfaction
  • The gloves are on, monitoring our network cardio by:
    • Utilising our various monitoring and alerting tools 
    • Managing issues, including troubleshooting issues and liaising with ticket processing 
    • Proactively informing customers of detected issue
  • Managing Projects & Documentation by:
    • Going through testing cycle of new technologies
    • Enhancing the technical documentation
    • Testing compliance of new carriers or partners before closing of agreement

 

To bring the win, you'll have/be

  • A Bachelor degree or equivalent by experience
  • (ideally) Some previous technical support experience
  • Knowledge of SIP and TCP/IP will help you on your daily job
  • Basic understanding in Linux systems, Java applications or open-source VoIP applications and SS7 network much appreciated
  • The capacity to provide professional feedback to customers in any circumstances
  • The ability to think strategically and evaluate options in the short, medium and long term
  • Excellent organization skills to manage several work streams simultaneously
  • A customer service oriented approach
  • Eager to learn and known for having an eye for details and stress-resistant
  • Experience of working within an ITIL framework
  • Self-motivation - your team can rely on you to get the job done
  • Creative and able to work in highly critical situation
  • Excellent written and oral skills in English, any other languages are an asset
  • Willing and able to work on shifts (weekends & Bank Holidays)

 

Sound good? We're offering

  • A young, fun and international environment 
  • Competitive salary
  • Frequent company events and socials
  • Free healthy snacks and drinks, organic coffee for the caffeine addicts!
  • Work laptop 

Description société

afarax is proud to be a Belgian company since 2010 with a head office in Brussels. We provide consulting & Recruitment services for local and international companies with a clear focus on ethic & Quality.
Our people are our greatest asset! They make our clients happy... With 15 years of combined experiences in the field of consulting we connect people with the right expertise.

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