Tier 3 Hosted Voice engineer (RingCentral, etc) - Remote | Peacey Systems LLC Nigeria | ₦1,280,000 - ₦2,000,000 /month

Job Title: Tier 3 Hosted Voice engineer (RingCentral, etc)

Location: Remote

Positions Available: 3

Company Name: Peacey Systems LLC Nigeria

Job Type: Full Time

Salary: ₦1,280,000 - ₦2,000,000 /month


Job Summary
We are seeking a skilled Tier III Technical Support Engineer to provide remote support for Broadsoft hosted voice services and BluIP voice customers. The role involves troubleshooting PBX systems on cloud-hosted solutions and supporting related applications such as ACD systems, voicemail platforms, reporting tools, call accounting systems, application servers, and other communication infrastructure connected to customers’ voice environments.

The ideal candidate will have strong VoIP expertise, excellent troubleshooting skills, and the ability to provide high-level technical support while maintaining excellent customer satisfaction.

Key Responsibilities

  • Manage and track service cases from the hosted service support queue

  • Communicate case progress and resolution status to customers

  • Deliver high-quality customer support and aim to resolve cases within three days of creation

  • Maintain accurate and detailed case records in Salesforce CRM

  • Escalate unresolved technical issues to peers or management when necessary

  • Maintain clear and professional communication with customers

  • Stay updated on new products and services to ensure high-quality technical support

Required Qualifications

  • English proficiency at native or C2 level with a neutral accent

  • Dual-monitor workstation setup

  • Minimum 3 years of enterprise-level voice technical support experience in a virtual support environment

  • Experience supporting VoIP systems and hosted voice solutions

  • Familiarity with hospitality, multifamily housing, or call center industries is a plus

  • Experience configuring Fortigate routers, Cradlepoint devices, and Ruckus access points

  • Strong knowledge of Broadsoft hosted voice products and SIP telephony hardware including Polycom, SNOM, VTech, AEI, Bittel, Panasonic, Yealink, Telematrix, Cisco gateways, Domotz, Audiocodes gateways, Adtran routers, and Jazz RT devices

  • Experience using Salesforce CRM

Technical Knowledge and Skills

  • Strong knowledge of Broadsoft and BluIP hosted voice platforms

  • Experience working with VoIP telephony systems and SIP trunk configuration

  • Ability to program SIP trunks and configure VoIP phones on SIP gateway Adtran and MSBR devices

  • Configure analog gateways such as Audiocodes MP124

  • Provision and configure Ruckus access points and Domotz monitoring devices

  • Strong knowledge of LAN/WAN networking, routing, switching, and wireless networks

  • Familiarity with tools such as Microsoft Office, Visio, Wireshark, AnyDesk, and LogMeIn

Core Competencies

  • Ability to adapt quickly to changing environments

  • Strong multitasking and prioritization skills

  • Commitment to delivering excellent customer service

  • Clear and timely communication

  • Ownership and accountability in resolving technical issues

  • Openness to feedback and continuous improvement

Application Process
Interested candidates must submit their resume via direct email as part of the application process.

Cloud Platforms:

  • 3CX
  • RingCentral
  • 8x8
  • Vonage
  • Dialpad
  • Nextiva
  • Zoom
  • CallHippo
  • Freshworks / Freshcaller
  • Ooma

Traditional Platforms:

  • Avaya
  • Cisco
  • Mitel
  • NEC
  • Panasonic
  • Grandstream
  • Aastra
  • Alcatel-Lucent
  • Sangoma
  • Yeastar

*** RESUME REQUIRED / Direct email requested ***

Job Types: Full-time, Permanent

Pay: ₦1,280,000.00 - ₦2,000,000.00 per month

Application Question(s):

  • 1. How much experience do you have with Broadsoft Hosted voice services?
  • 2. How much exerience troubleshooting PBX systems on cloud-hosted solutions?
  • 3. How much exerience working in a busy call center environment?
  • 4. How much exerience with Fortigate routers?
  • 5. How much exerience with Cradlepoint devices?
  • 6. How much exerience working with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, Audio Codecs gateways, etc)?
  • 7. Do you have in-depth knowledge of Broadsoft Hosted products?
  • 8. How much experience with Salesforce?
  • 9. Working hours are 9am to 6pm E.S.T. (New York City). Can you easily work these hours?
  • 10. Is your spoken English at the C2 level (clear, unaccented, native-level English - neutral accent / no accent)?
  • 11. How many monitors are on the computer you will use for work?
  • 12. Do you have a quiet work area with no background noise (dogs / chickens / children)?
  • 13. Can you work weekends?
  • 14. Do you have any connection to CallTek (CTC BPO) within the last 6 months?

Work Location: Remote


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