Technical Support Specialist - VoCoVo : Job Details
Technical Support Specialist
VoCoVoJob Location : Aurora,IL, USA
Job description:
Join our team and work directly with our customers to customize VoCoVo systems to their needs. Provide 3rd line support, assisting our partners with advanced system diagnostics and issue resolution. Additionally, ensure the highest standards by supporting the VoCoCare warranty policy.This is a hybrid position with working from our Greater Chicago area office approx once per week.Please note, to apply for this position you must be based in the US and have the legal right to work.
Required profile:
What we're looking for
- Previous experience working with linux -you're comfortable navigating a filesystem, familiar with command-line tools. Experience working with typical network and troubleshooting commands is advantageous
- Experience with telephony/telco integrations-an understanding of the SIP protocol, SIP trunking and experience in troubleshooting& resolving telephony or VoIP issues is highly desirable
- Experience in networking fundamentals -a principal understanding of network types& models is fundamental to the role. Experience configuring or troubleshooting network is desirable
- Working with MySQL -any exposure to MySQL or equivalent is beneficial
- ITIL -experience with using the ITIL framework for communicating technical support issues is a bonu
- You are detail oriented, quickly identifying issues and consequences in technical support
- You are collaborative and empower colleagues by sharing knowledge
- You enjoy efficiently managing multiple responsibilities
- You are a proactive learner, embrace new skills, feedback and challenges
- Work with a portfolio of assigned customers resolving and supporting issues whilst building relationships to drive service improvements, consistent and reliable support, and review processes to ensure customer success
- Support engineers remotely whilst they are on-site, identifying and troubleshooting issues
- Build comprehensive documentation around customers in your portfolio and ensure complex challenges are documented to simplify or aid future resolutions
- Offer technical out-of-hours support for critical business situations
Company description:
VoCoVo specializes in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.With over 250,000 users across more than 10,000 locations in 25+ countries—and recognition as one of the top 100 best small-to-medium-size businesses to work for—join us on our journeyWe were recently proud to achieve 5th place in the Sunday Times Tech Track 100 and a 2,500% growth within the last 4 years in the UK.
What we offer:
SalarySalary range: $70,000 - $90,000Benefits
- Contributions toward health insurance (individual or family plan coverage available)
- 20 days PTO annually
- 401(k) match
- Training and development opportunities
- Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor, and Headphone
- VALUED– Our colleagues, customers, and stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity.
- ONE TEAM– Collaboration of all for VoCoVo's happiness and success.
- INNOVATION– Our products are constantly evolving to tackle the pain points of retailers across the globe.
- CUSTOMER FOCUSED– Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations.
- EMPOWERED– Our people are empowered to do the right thing and make decisions without loads of red tape.