Job Title: VoIP Support Agent

Company: ILLYVOIP

Location: Pristina, Kosovo

About Us:

ILLYVOIP has been a leader in business communication for over 13 years, offering innovative VoIP solutions with integrated CRM and auto-dialer features. We are committed to delivering top-tier service and customized solutions to meet our clients’ unique needs.

Position Overview:

We are seeking a dedicated VoIP Support Agent to join our team. The ideal candidate will handle initial support tasks, including basic troubleshooting, configuration, and customer assistance with VoIP systems and voice-related issues. This role focuses on addressing entry-level issues, escalating more complex cases as needed, and ensuring efficient communication for customer satisfaction, and troubleshooting VoIP systems and voice issues across various networking environments.

Key Responsibilities:

- Provide initial troubleshooting and support for VoIP-related issues via tickets, chat, and email.

- Assist customers with basic VoIP system configurations and setup guidance.

- Identify and resolve common issues such as call quality, connection problems, and device setup.

- Document and track customer interactions and solutions in the support system.

- Escalate complex issues to Level 2 support or appropriate teams when necessary.

- Monitor VoIP service alerts and performance, reporting any anomalies according to standard procedures.

- Follow standard operating procedures for support, ensuring timely and accurate customer responses.

- Support customers in using VoIP features and tools, providing guidance on functionality and best practices.

Qualifications:

- Basic knowledge in the SIP protocol and strong understanding of PBX/VoIP/Routing.

- Basic experience with Linux command-line interface; Debian preferred.

- Familiarity with networking protocols such as IPv4, TCP/UDP, VoIP,, SIP

- Knowledge of Asterisk is a plus.

- Strong problem-solving skills and the ability to work independently.

Why Join ILLYVOIP?

- Be part of a dedicated team passionate about revolutionizing business communication.

- Engage in continuous learning and professional development opportunities.

- Contribute to innovative projects that make a positive impact on client operations.

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience to [email protected] . Applications will be reviewed on a rolling basis until the position is filled.

ILLYVOIP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We look forward to welcoming a new member to our team who shares our commitment to excellence in VoIP solutions.