Job Description

Job Summary

Key Responsibilities Support for Zoom Meetings and Zoom Phone in an enterprise environment. Troubleshoot issues related to meeting join failures, audio/video quality, disconnects, client issues, device compatibility, and network/QoS impacts. Support Zoom Phone calling features (as applicable): number assignment, call routing, call queues, auto receptionist/IVR, user provisioning. Handle SIP calling issues impacting Zoom Phone (in coordination with SBC/Carrier teams as needed). Work on Incident/Problem/Change tickets; provide RCA for recurring issues and drive preventive actions. Coordinate with network/security teams on firewall/NAT, TLS/SRTP, and connectivity issues.

Key Responsibilities

1. Provide Technical Support And Guidance By Diagnosing And Resolving Issues Related To On-Premise Cisco Collaboration Systems, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated On-Call Incidents, Implementing Corrective Actions To Prevent Future Occurrences And Enhance System Reliability.
3. Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Facilitating Knowledge Sharing Sessions, And Training New Analysts To Improve Team Competency.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Handling Of Ticket Volume And Complexity.
5. Enhance Customer Satisfaction By Achieving High Rates Of First Call Resolution And Minimizing Case Reopens, Fostering A Positive Customer Experience.

Skill Requirements

Hands-on support experience on Zoom Meetings and Zoom Phone. Strong troubleshooting skills around call quality (latency/jitter/packet loss), client diagnostics, and connectivity. Understanding of SIP/RTP basics and enterprise voice fundamentals.

Other Requirements

4+ years overall (with strong UC experience)