SIP PBX Technician

Why Work With ESI Competitive Salaries Vacation Year 1 of ESI Employment - 2 weeks of vacation Year 5 of ESI Employment - 3 weeks of vacation Year 10 of ESI Employment - 4 weeks of vacation Year 10+ of ESI Employment - Additional weeks of vacation per every 5 years of employment Matched 401K Plan Many mutual funds currently available Employees can contribute up to 90% of their salary with an ESI match of 25 cents on the dollar (up to 6%) We encourage employee growth through employee and family education (Education Assistance Program) ESI will reimburse employees for education expenses (based on academic performance) relating to the employee’s position or toward a degree plan We enjoy fit, friendly and fun work and life styles (Excellent Benefits) Medical, Dental, and Vision benefits for employees and their family members Great well-being program for employees to earn gift cards for participating in a life balance program. We practice "Success with Significance" (Community Volunteering) ESI participates in various charitable programs throughout the year. Employees receive time off each year for volunteering with a charity of their choice. SIP PBX Technician Plano, TX The SIP PBX Technician position is a designated product and services support specialist in the Customer Services organization. The key role of the Customer Services organization is to field Reseller product or services inquiries which include trouble reporting and issue isolation/identification and correction. Specifically, the role of the SIP PBX Technician is to provide first line technical support to internal and external customers. Key Responsibilities Provide first responder Technical Support in the Customer Support Center Receive, analyze and address inquiries (Phone or Electronic) directed to the Customer Support Center. Log and update customer interactions in the Kayako Ticket System. Troubleshoot, diagnose and resolve customers issues related to ESI Services or Systems Expedite customer complaints (Phone or Electronic)as necessary to the appropriate parties for escalation or resolution. Document and report any System Software or Hardware defect through appropriate channels. Monitor and update esiAcademy Forum as assigned. Duties Provide high quality assistance to ESI dealers requiring assistance with ESI products and promoting customer satisfaction with ESI products and services. Answer inbound calls and assist them with operational questions, system programming, as well as troubleshooting failures on ESI equipment. Escalate potential problem sites to management as required for resolution Generate advance replacement return authorizations (RAs), in accordance with established ESI Policies and Procedures, as needed for equipment hardware failures in the field. Follow up daily with ESI customers on unresolved site issues. Input all daily calls received into the database. Any duties that may be prescribed by management from time to time. Additional Requirements Ability to review Wireshark packet captures Knowledge and ability to read/follow SIP setup messaging Previous IP PBX experience, myPPX , Digium, Altigen, Asterisk Must have excellent written, verbal, and interpersonal skills in interfacing with all departments. Previous customer service experience, with a portion of this time supporting telephony (phone systems) , networks and/or services Excellent verbal and interpersonal skills for interfacing with Resellers. Fluent in English. Ability to sit at a workstation and computer keyboard for long periods of time and use the telephone extensively. Have a good attitude with willingness and flexibility.