Junior Voice Engineer
HybridManila, Metro Manila, Philippines
Job Summary
Resolve customer inquiries and technical issues related to voice and networking services while delivering a high-quality customer experience. Troubleshoot complex problems by identifying root causes and communicating directly with customers through phone, email, and ticketing systems. Collaborate with internal engineering teams to resolve challenging technical challenges and ensure service continuity across the global platform. Use AI tools and internal resources to research solutions, improve troubleshooting efficiency, and validate technical accuracy. Identify opportunities to enhance internal processes, documentation, and customer experience workflows. Share product and customer feedback with engineering teams to contribute to knowledge sharing. This role requires 2–3 years of experience in Level 2 Technical Support or Network Support, working during North America business hours.
Required Qualifications
- 2–3 years of experience in a Level 2 Technical Support, Network Support, or Customer Support role
- Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, routing, switching, VPNs, or firewalls
- Experience supporting voice technologies such as VoIP, SIP, PBX, PSTN, DID, or related telecommunications services
- Strong troubleshooting, analytical, and critical thinking skills with the ability to independently solve technical issues
- Comfortable communicating directly with customers and taking ownership of issues through resolution
- Quick to learn new technologies and able to adapt in a dynamic, fast-paced environment
- Willingness to work during North America business hours
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