Technical Support Team Lead / Technical Manager (VOIP Services)

Job Description

Job Title: Technical Support Team Lead / Technical Manager (VOIP Services)Location: Hyderabad, India Shift: US Shifts (Night Shift) Workweek: 5 days per week (Weekends Off)Job Overview:We are looking for an experienced Technical Support Team Lead or Technical Manager to manage our VOIP services support team. The ideal candidate will have a strong technical background in VOIP technologies, excellent leadership skills, and the ability to handle complex technical issues while ensuring excellent customer satisfaction. This role involves overseeing a team of engineers, providing escalated support for VOIP-related issues, and ensuring high-quality service delivery to clients, especially in the US market.Key Responsibilities:
• Lead, mentor, and manage a team of technical support engineers specializing in VOIP solutions.
• Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary.
• Oversee and ensure the team delivers high-quality support for VOIP products and services, ensuring timely resolution of issues and customer satisfaction.
• Manage the ticketing system, track ongoing issues, and ensure that SLAs are met consistently.
• Perform root cause analysis for recurring technical issues and work with product teams to implement solutions.
• Collaborate with engineering teams to provide feedback and improve the product or service offerings based on customer experiences and support cases.
• Develop, maintain, and update troubleshooting guides, knowledge base, and standard operating procedures (SOPs) for the support team.
• Manage customer escalations and provide high-level technical support for complex VOIP-related queries.
• Provide reporting on team performance, including incident resolution, customer feedback, and process improvements.
• Implement training programs for the support team to ensure they stay updated with the latest VOIP technologies and trends.
• Participate in hiring, onboarding, and performance evaluations for team members.
• Work in US Shift hours, collaborating with US-based teams and clients.
Skills & Qualifications:
• Experience: Minimum of 5-7 years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry.
• Technical Skills:
• Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony).
• Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies.
• Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls.
• Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure.
• Understanding of telecom protocols and systems (SIP, H.323, QoS, and QoE).
• Hands-on experience with server and network management, including Linux/Unix-based systems.
• Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.).
• Soft Skills:
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and analytical thinking.
• Ability to manage high-pressure situations and prioritize tasks effectively.
• Proven leadership skills with the ability to motivate and manage a team.
• Customer-focused mindset with a dedication to delivering exceptional service.
• Education:
• Bachelors degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Masters degree is a plus.
Preferred Qualifications:
• Experience working in a US Shift or a 24/7 support environment.
• Knowledge of cloud-based VOIP solutions (e.g., AWS, Azure, Google Cloud).
• Experience with VOIP billing systems and integrations.
• Certifications like CCNA, CompTIA Network, or ITIL Foundation would be an advantage.
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Keyskills :
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