VOIP Tech Support Engineer

Company Description

BTBIZ LTD is a fully licensed VoIP Carrier in the UK and USA, holding telecom licenses and a 499 Filer ID in the USA. We deliver comprehensive VoIP services and solutionsincluding Contact Center platforms, IP-PBX, UCaaS, predictive dialing with multiple direct carrier routes to key countries, A-to-Z DIDs and toll-free numbers for inbound services, speech-to-script analytics, custom software/app/web development, and reliable web hostingto enterprises, BPOs, and service providers worldwide.

Role Description

This is a full-time, hybrid role for a VOIP Tech Support Engineer at our Gurugram location. The role involves providing technical support to resolve VOIP-related issues, troubleshooting network and VOIP system problems, and ensuring seamless communication for clients. Responsibilities include analyzing, diagnosing, and addressing customer-reported issues, offering customer-focused solutions, maintaining high standards of service and issue resolution, predictive dialer admin management, SIP configuration and trunks administration, hands-on work with Asterisk VOIP including its commands, and at least 1 year of experience managing enterprise customers using predictive dialers with minimum 50 agents (2-3+ years total preferred).

Qualifications

• Proficiency in Technical Support and Troubleshooting for VOIP and network-related issues
• Expertise in predictive dialer admin management, SIP configuration, trunks administration, and Asterisk VOIP with its commands
• Minimum 1 year managing enterprise customers using predictive dialers (minimum 50 agents scale; 2-3+ years total experience preferred)
• Strong Analytical Skills to diagnose and resolve technical problems effectively
• Experience in Customer Support and providing exceptional Customer Service
• Ability to work collaboratively with technical teams and escalate issues professionally
• Relevant certifications in networking or VOIP technology (e.g., Asterisk, SIP) are an advantage
• Bachelors degree in Computer Science, IT, Telecommunications, or a related field is preferred