Bilingual Tier 1 Support Representative

Bilingual Tier 1 Support Representative at Cloudli Communications in United States.

Requirements

Education & Experience

• 2+ years of experience in technical support, network operations, or VoIP support, including prior Tier 1 support experience
• Demonstrated experience handling escalated technical issues in a fast-paced, customer-focused environment
• Experience mentoring or providing guidance to Tier 1 support staff preferred
• Must be fluent in both English and French
• Technical Skills (Required)
• Strong understanding of VoIP technologies and the SIP protocol

Ability to capture, read, and analyze SIP traces and packet captures (pcaps) using tools such as Wireshark to diagnose and solve call setup failures, registration issues, and quality problems

• Solid understanding of IP networking concepts, including routing, NAT, firewalls, and QoS
• Ability to troubleshoot complex VoIP performance issues such as call quality, latency, jitter, packet loss, one-way audio, and echo
• Understanding of call routing and dial plan troubleshooting, including inbound/outbound routing, trunk configuration, and failover routing

Experience with device management for IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting registration or connectivity issues

• Ability to identify and escalate carrier- or network-level issues to appropriate teams
• Experience using ticketing systems and remote troubleshooting tools
• Maintain accurate, detailed documentation of complex support cases, root cause analysis, and resolutions
• Resolve escalated customer requests and incidents in a timely and professional manner

Core Competencies

• Advanced troubleshooting, analytical, and problem-solving skills
• Strong customer service orientation with a commitment to high customer satisfaction, including de-escalation of frustrated customers
• Ability to work independently while collaborating effectively with Tier 1 support, NOC, and engineering teams
• Detail-oriented with strong documentation skills

Demonstrated ability to independently own complex technical issues from initial investigation through final resolution, coordinating across internal teams and third-party vendors while maintaining clear, proactive communication with customers.Ability to communicate technical concepts clearly to both technical and non-technical audiences

Nice to Have

• Familiarity with session border controllers (SBCs) and softswitches
• Experience with SIP trunking providers and carrier interconnects
• Familiarity with additional protocols such as RTP, T.38, and DTMF
• Scripting or automation experience for log analysis
• Relevant certifications such as CompTIA Network+ or Wireshark Certified Network Analyst (WCNA)
• Familiarity with ticketing systems such as Zendesk or Jira Service Desk