Technical Support Specialist

Technical Support Specialist
Empresa:

Poly México


Technical Support Specialist

Detalles de la oferta

Descripción y detalle de las actividades
Plantronics and Polycom are now Poly.
Our comprehensive set of smart endpoints for unified collaboration span personal and group communication systems, with a full range of headsets, desk and conference phones, and video collaboration solutions. Our cloud software and services provide advanced management, analytics, and insights that drive first-rate business decisions.
Poly is the global communications company that powers authentic human connection and collaboration. Face to face, we sift and sort millions of verbal and non-verbal cues to glean meaning. Poly is finding new ways to inject these cues into audio and video communication to replicate the face to face experience. To build intimacy. To break walls and span distance. To nurture the simplicity and beauty of human connection. One to one, one to many, many to many.

We are seeking the right talent to join us on this powerful journey to connect humans, not just things. Visit www.poly.com to learn more.

The Technical Support Voice/Video Technician will be working in our Tier 2 Customer Support Center located in Tijuana, Mexico. This position is part of a multi-site/location team and offers exceptional support to our customers and partners.

Responsibilities will include, but are not limited to the following:

•Interface with Poly Certified Partners, external customers and internal customer support teams such as the Plantronics/Polycom Sales Team and the Client Services Team.
•Provide best in class technical support via a telephone queue, over e-mail, chat and through web forums to address technical challenges involving Poly suite of products and solutions.
•Troubleshoot customer reported incidents related to Poly Voice and Video endpoints.
•Resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve product configuration changes and addressing communications in both LAN and WAN based IP environments.
•Document accurate and detailed descriptions of all reported problems within our CRM system.
Experiencia y requisitos
•Fluent English, Spanish speaker
•Proven ability to employ critical thinking and logic to analyse and troubleshoot problems to root cause.
•Experience with SIP-based desktop IP phones (VoIP), telecommunication devices and soft clients
•Experience with UC-based desktop phones (Lync, Skype, Teams) telecommunication devices and soft clients
•2-4 years’ experience in comparable IT, Network or technical role.
•2-year degree or equivalent IT related certifications (CCENT, MCSE or other Microsoft Certifications of which are relevant to below)
•Excellent interpersonal skills coupled with the ability to work in high pressure environments and within a team atmosphere.
•Experience with any of the following call services and platforms, including but not limited to BroadSoft, Metaswitch, Asterisk, FreeSWITCH, etc. as well as, SIP-based VoIP and remote provisioning technologies.
•Experience with endpoint devices of which utilize Microsoft Lync, O365 and Skype for Business.
•Knowledge of IP networks, firewalls and traffic routing as well as understanding how SIP traffic traverses the network.
•Knowledge of audio and or video conferencing, audio-visual equipment, and the relevant industry standards which apply to their successful use in complex multivendor environments.
Sitio web de la empresa:
https://www.poly.com/us/en
Tipo de contrato:
Permanente
Nivel de estudios:
Permanente

Requisitos


Conocimientos:

  • Desktop
  • WAN

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