Cyara Monitoring Support Specialist

📋 Description

• Ensure uninterrupted operation of the Voice Assure solution worldwide by accurately processing test calls using internal tools
• Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
• Identify and escalate priority issues
• Use our ticket tracking system to work on internal issues: research, troubleshooting and identifying solutions to product, software, network and hardware issues.
• Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress
• Follow internal SOPs to collect information about the state of Cyara’s infrastructure components; track, record and refill balances when required

🎯 Requirements

• Fluent in English, both written and verbal
• 2+ years of proven customer service or customer-facing support experience
• Demonstrate the ability to follow through with tasks to close
• Demonstrated ability to work on multiple work streams simultaneously
• You should be organized, meticulous, and a can-do communicator
• Knowledge of IP network fundamentals