Tac Support Engineer

• • Mandatory Requirements
• • Prior contact center experience - EMEA/NAM (handling inbound calls/chats).
• • Excellent written and verbal communication skills in English.
• • Basic knowledge of VoIP Setup, Basic Networking knowledge, basic experience in Windows and macOS.
• • Technical Knowledge Requirements
• • Moderate understanding of networking fundamentals, including:
• • Packet Switching
• • VoIP protocols (H323, SIP, RTP)
• • OSI Model
• • MAC Addressing and Subnetting
• • TCP/IP, DNS
• • Networking tools such as Ping/Traceroute, DHCP, Telnet, Basic Routing Concepts
• • Good understanding of VoIP technologies, networking, and telecommunications.
• • Clear knowledge of how VoIP calls are connected and terminated
• • Understanding the role of SIP in VoIP call setup and management
• • Additional Competencies
• • Basic knowledge of SaaS products.
• • Experience conducting screen-sharing sessions to assist customers with setup and troubleshooting.

• Familiarity with Salesforce Service Cloud (or similar CRM systems), Knowledge Base systems, and Customer Portals for case management. • Certifications in CCNA/CCNP are an added advantage