Senior Technical Support Representative

Company Description

Symbio (ASX: SYM) is a software company changing the way the world communicates.

Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries and employs over 450 staff worldwide.

**Job Description**:
We are looking for a **Senior** **Technical Support Representative** to join the UCaaS team in Singapore. As a trusted advisor to our customers, you will be the first point of contact for Enterprise Technical Support.

**What you'll do as a Senior Technical Support Representative**:

- Provide first and second level support to Enterprise and Government customers for all technical enquiries, escalating cases to the senior representatives when needed.
- Assist with the technical components of service setups across various product types.
- Ensure all tickets, workflows, and other enquiries are actioned and resolved within the defined Service Levels to provide exceptional customer experience and meeting customer expectations.
- You are flexible, with the ability to follow processes as well as problem solve.

As Symbio UCaaS offers after hours support for our high-end customer base, this role may require after-hour escalations from time to time.

This role will also require you to communicate any issues, resolution activities and any risks clearly and effectively to internal stakeholders to drive improvements in customer experience and support high-value customers.

**Qualifications**:
**What you'll need to succeed**:

- 2-4 years of Telecommunications and/or IT Operational experience.
- Tertiary Qualification desirable
- Experience with VoIP protocols and concepts including SIP messaging and call setup/flow, Media/RTP/SRTP/Codecs, TLS.
- Practical hands-on experience with and ability to configure and troubleshoot Voice and Data hardware and software systems including but not limited to Cisco, AudioCodes
- Ability to interpret network captures and device/system logs using tools such as Wireshark.
- A basic understanding of networking concepts and protocols including OSI Model, TCP/IP, NAT, DNS, ACLs.

**Bonus points for some knowledge of the following**:

- Microsoft Teams and Direct Routing implementation including PowerShell.
- Cisco UC solutions including Webex, Broadcloud
- Unix-like systems and ability to carry out fundamental operations

**What's it like to work here?**

We strive for a healthy, inclusive and flexible workplace. We nurture diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working, and a comfortable, fun work environment with social events, prayer rooms, pool tables and fully stocked bar

If this sounds like the next great step in your career, we'd love to hear from you.

Additional Information
**Life at Symbio**

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as an employee share gift plan, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.