Frontier IoT SE (Support Engineer of IP Phone)

15-20 working hours per week, based on working hours, $30-55/hour
Job Type: Part-time, Hybrid (Remote and on-site)
Work location in the United States
only The field work involves New York, Northern New Jersey, Chicago, Philadelphia. Four locations

Job Summary
The role of a SE is to perform a range of tasks related to VoIP hardware systems, such
as setting up and configuring hardware and software; testing and verifying the quality
of VoIP system, troubleshooting issues, performing maintenance and updates,
providing technical support, documenting and reporting activities. This may involve
using tools like ping, traceroute, packet capture, network analyzers, following best
practices and standards, answering questions, solving problems, and creating logs,
tickets, and reports.
Responsibilities
- Installs, modifies, and makes minor repairs to hardware and software systems
- Analyses problems with non-functioning hardware or software applications to
identify problem area(s) and recommend corrective action.
- Recommends solutions to customer application questions.
- Maintains log of problems so that recurring problems can be reported to product
development.
- Generates sales lead when appropriate from those contacts.
- Discuss with customers technical aspects of product installation, operation and
maintenance.
- Handle telephone interface using judgments to deal with those, which cannot be
handled at first contact and escalate and follow-up appropriately
- Handle written customer communications in the form of email, web-chat and /or
social media interactions in support of pre-sale and post-sale customer
inquiries.
- May, in the future, handle customer video chat interactions in support of pre
sale and post-sale customer inquiries.
- Gives interface matrix listed compatibility information to customers on company
released products.
- Providing excellent customer management inclusive of excellent
communications, responsive follow through, and advocacy for customer issues
with internal departments.
Job Qualifications
- Fluent English. Additional languages are beneficial.
1- Bachelor's or master's degree (preferred) in Electrical or Computer Engineering.
- A minimum of 2+ years of related experience.
- Experience in working at customer sites for debug and technical support.
- Good knowledge on Windows & Android environment and applications.
- Worked in a technical support position would be a benefit.
- Additional technical certification is advantage.
- System level understanding of target end-applications.
- Excellent communication and presentation skills. Strong customer presence.
- Willingness to engage with customers in both pre-sales and post-sales support, and
a proven successful track record in both.
- Expertise in VoIP protocols and software stacks