Masergy Communications, inc.

Tier 1 UCaaS Analyst

Job Post Information* : Posted Date 2 months ago(2/4/2020 9:50 AM)
# of Openings
Job Locations
PH-Mandaluyong City
Information Technology


As a Tier 1 UCaaS Analyst, you will guide customers to help fix their phone issues, and provide product support to ensure ticket resolution and customer satisfaction. Top-level language and process skills training will be provided to ensure your success. Continuous support from our highly-skilled team leaders and coaches will help you to constantly improve on your performance.


  • Reply to incoming e-mails in complete and timely manner
  • Help client over the phone while installing 3rd party applications
  • Troubleshoot voice network issues
  • Configuration of client’s voice network equipment and devices
  • Basic Router configuration
  • Provide clients with licensing, hardware quotes, and user instruction guides
  • Help client with Adds/Moves/Change requests
  • Assist implementation department with service delivery
  • Work with service providers and vendors to drive issues to resolution.
  • Analysis of call logs to discover any underlying issues or trends


  • Must have at least 1 year call center experience
  • Familiarity with Broadsoft voice platform, VoIP and any Telecom Voice Services
  • Graduate of any Bachelor’s degree or any 2-year vocational, technical or diploma course
  • Thorough knowledge and relevant experience in SIP and RTP
  • TCP/IP Networking
  • Different Operating Systems: Windows (7, 10, Server 2003, 2008 and 2012) and UNIX (Linux, others)
  • Basic understanding of SIP messages and responses (INVITE, REFER, BACK, BYE, 100 Trying, 180 Ringing, 200 OK etc.) 
  • SIP system components (media gateways, proxies, end-points, etc)
  • Fluent English communication skills
  • Good computer navigation skills including Microsoft office products
  • Have positive attitude towards work
  • Can multi-task
  • Willing to work on night shifts
  • Willing to work during holidays
  • Willing to work full time
  • Willing to be assigned in Mandaluyong
  • Applicants should be Filipino citizens or hold relevant residence status


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