BroadCloud Customer Support Engineer
Provide answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner. This involves troubleshooting of portal features, SIP call flows, audio quality and network problems which can include the customer router, firewall and third party ISP connections.
To delight customers by listening to the customer's concern, demonstrate you understand their issue and their situation, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
Collaborate with other BroadSoft teams and diligently escalate complex problems where a course of action may not be immediately obvious, however continue to track manage the matter to full resolution.
Update our customer support portals to proactively to provide customers with the self-help, documentation, release notes, and FAQs, to avoid problems or resolve issues quickly.
When needed, work with third parties such as ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider, every problem is an opportunity to assist the customer.
Provide occasional evening or weekend duty to as requested to solve unexpected problems that need to be resolved outside of business hours. On call capabilities will be expected.
Other duties as required.
SKILLS, KNOWLEDGE & ATTRIBUTES
An understanding of cloud-based services and Telecommunications.
Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service business model.
Demonstrated technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction.
Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), Codecs, Digital Tone Multi Frequency (DTMF), DNS, UDP, TCP/IP, and RTP.
Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.
Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
Energetic, motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools.
The ability to speak both Japanese and English fluently and have excellent written communication skills in both languages to effectively communicate with worldwide customers.
Willingness to travel occasionally within Japan or internationally to support customers or for training.
EDUCATION & EXPERIENCE
At least 2 years of experience in telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support.
As the leading global provider of Unified Communications as a Service (UCaaS) to service providers worldwide, BroadSoft helps deliver applications Enterprise customers demand.
BroadSoft simplifies the way organizations communicate and collaborate. Our unique and flexible UC-One app is a complete solution that delivers all the Unified Communication and Collaboration features companies want to boost satisfaction and worker productivity, and reduce costs.
BroadSoft brings constant innovation to the communications marketplace through our products, solutions and strategic initiatives like Broadsoft Labs, BroadSoft Marketplace and Xtended Developers Program.
BroadSoft accelerates the success of Service Providers Unified Communications and Collaboration offers providing comprehensive go-to-market and sales enablement tools, proven marketing campaigns and best practices for customer fulfillment.