Technical support specialist in voice services

Founded in 2015, Dexatel is an employee-owned company devoted to providing businesses with the tools they need to connect with their customers. As a leader in CPaaS, we provide omnichannel communications solutions to clients like TikTok and Alibaba. We empower businesses to build and deploy scalable communication solutions tailored to their specific needs, ensuring enhanced customer satisfaction and increased operational efficiency.

• Resolve technical support tickets and complex escalated issues within established timeframes.
• Monitor customer complaints, identify recurring issues, and contribute to preventive solutions.
• Monitor daily voice traffic and system performance to identify quality, routing, and other technical issues.
• Investigate traffic-related problems and collaborate with internal teams, partners, and providers to resolve them.
• Maintain stable technical connections with partners and suggest alternative providers or routing solutions when needed.
• Identify opportunities to improve processes, workflows, and customer experience.
• Recommend relevant tools and technical solutions to improve efficiency.
• Collaborate with cross-functional teams to resolve issues and optimize services.
• Maintain technical documentation and share relevant customer feedback and insights.
• Use AI tools to support troubleshooting, technical research, documentation, and data analysis.
• Identify opportunities to automate repetitive support and monitoring tasks and explore AI solutions for anomaly detection and process improvement.

• Experience in Technical Support, Telecommunications, Voice Operations, NOC, or a similar technical role.
• Strong understanding of voice technologies and telecommunications concepts.
• Experience with traffic monitoring, troubleshooting, incident management, and escalation processes.
• Strong analytical and problem-solving skills.
• Experience communicating with customers, partners, providers, and internal stakeholders.
• Familiarity with technical monitoring and ticketing systems.
• Practical knowledge of AI tools and automation, with the ability to apply them to improve daily workflows.
• Ability to evaluate AI-generated outputs critically and use AI responsibly.
• Strong communication skills and a proactive, collaborative mindset.
• Strong command of English, both written and verbal.
• Будет плюсом: Experience with SIP, VoIP, call routing, SBCs, CDRs, or voice quality monitoring; Experience working with telecom carriers, voice providers, or CPaaS platforms; Familiarity with APIs, SQL, log analysis, or monitoring tools; Experience with AI-powered automation or anomaly detection tools

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