Vitelglobal Communications Pvt Ltd

Begumpet, Hyderabad

Greetings from Vitelglobal Communications Pvt Ltd!!!!Position: Business Development ExecutiveWork Location: Hyderabad ( Begumpet)Shift Timings: 6.30 PM IST - 3.30 AM IST (MONDAY to FRIDAY)Experience: 1 to 2 yearsBest Incentives depends on performance.Roles & Responsibilities: The primary responsibilities of the sales executives will include identifying new sales leads and potential customers. Candidates for these positions should have a minimum of 6 months of experience in international sales or 1-4 years of experience in a call center environment. Other responsibilities include presenting products and services to clients and establishing and maintaining client relationships. These executives will also need to collaborate with team members to fulfill company objectives and prepare sales reports and forecasts.Mail'Id - akhil@vitelglobal.comContact - 9573584606

Job Title: Technical Support Team Lead / Technical Manager (VOIP Services)Location: Hyderabad, IndiaShift: 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:o Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony).o Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies.o Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls.o Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure.o Understanding of telecom protocols and systems (SIP, H.323, QoS, and QoE).o Hands-on experience with server and network management, including Linux/Unix-based systems.o Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.). Soft Skills:o Excellent communication skills, both verbal and written.o Strong problem-solving abilities and analytical thinking.o Ability to manage high-pressure situations and prioritize tasks effectively.o Proven leadership skills with the ability to motivate and manage a team.o Customer-focused mindset with a dedication to delivering exceptional service. Education:o Bachelor's 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.akhil@vitelglobal.com, 9573584606