Job Type: Part-time, Hybrid (70% Remote + 30% Onsite)

Work 15-20 hours per week, $30-55/hour depending on hours worked
Job Type: Part-time, Hybrid (Remote and Onsite)
Job Locations in the United States
Only the field work involves New York, Northern New Jersey, Chicago, Philadelphia. Four locations

Position Summary
The SE's responsibilities are 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 systems, troubleshooting, performing maintenance and updates, providing technical support, logging and reporting activities. This may involve using tools such as ping, traceroute, packet capture, network analyzers, following best practices and standards, answering questions, resolving issues, and creating logs, tickets, and reports.

Responsibilities
Install, modify, and perform minor repairs on hardware and software systems
Analyze issues with non-functioning hardware or software applications to identify problem areas and recommend corrective actions.
Recommend solutions for customer application issues.
Maintain problem logs so that recurring issues can be reported to product development.
Generate sales leads from these contacts when appropriate.
Discuss technical aspects of product installation, operation, and maintenance with customers.
Use judgment to handle phone interfaces to handle issues that cannot be handled on first contact and escalate and follow up appropriately
Handle written customer communications in the form of email, web chat, and/or social media interactions to support pre-sales and post-sales customer inquiries.
May handle customer video chat interactions in the future to support pre-sales and post-sales customer inquiries.
Provide compatibility information listed on the interface matrix to customers of company released products.
Provide excellent account management including excellent communication, responsive follow-up, and advocacy for customer issues with internal departments.

Qualifications
Fluent in English. Other languages are beneficial.
Bachelor's or Master's degree in Electrical or Computer Engineering (preferred).
Experience in debugging and technical support at customer sites.
Good understanding of Windows and Android environments and applications.
Working in a technical support position would be a benefit.
Additional technical certifications are advantageous.
Excellent communication and presentation skills. Strong customer influence.
Willing to interact with customers in both pre-sales and post-sales support, with a proven track record of success in both areas.