Team Lead - Voip Support Job in Ecosmob Technologies Pvt. Ltd.

Job Overview

Technical Support Team Leaders provide assistance and guidance to the support team. you will be responsible for identifying training needs, overseeing daily operations, implementing company procedures, and preparing reports. Team Leader will coordinate and delegate the responsibilities of the support team. Leaders also conduct training sessions with employees so that they can be equipped with new knowledge and skills to remain current.

Key Responsibilities

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior team member who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Communicate with the QA and Dev team for issues and provide proper information for a particular issue.
• Perform root cause analysis for errors
• Deploy applications like Web server (Apache, Nginx, etc.), Database server (MySQL, MongoDB), VoIP applications (Asterisk, Freeswitch, Opensips, etc) as per requirement.
• Provide technical assistance in Web Server, Database Server, VoIP Applications, etc to the internal/external customers.

Eligibility Criteria

• Proven people management and leadership skills
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multitask efficiently under time pressure
• Previous experience in managing customer focused teams in VoIP related projects.
• Strong knowledge of Linux
• Excellent knowledge of VoIP and SIP
• Should have experience in installation & configuration of Products
• Good knowledge in any open source VoIP solutions like Asterisk, FreeSWITCH, OpenSIPS, Kamailio
• Good experience in tools like wireshark, tcpdump, sipp, fail2ban & IPtables
• Good knowledge of Mysql, Mongo Database
• Experience & knowledge of Database Replication & Heartbeat configuration will be required..