Job Description

Key Responsibilities

Act as the

primary contact

for customers using the Call Accounting and Telecom Billing Software.

Install, configure, and support

the software across on-premise or cloud environments.

Integrate

the software with PBX/VoIP systems (e.g., Alcatel, Cisco, Avaya, NEC, Asterisk, etc.).

Monitor and troubleshoot

issues related to: CDR (Call Detail Record) collection and parsing Database connectivity (SQL, MySQL, or MS Access) Licensing and configuration errors Network or firewall settings blocking data Manage

support tickets

via CRM/ticketing systems, ensuring timely follow-ups and SLA compliance. Escalate unresolved technical issues to the engineering or product team and ensure closure. Maintain detailed logs of customer interactions, system changes, and resolutions. Conduct

product training sessions

for customers on usage, new features, and updates. Create and update

technical documentation and FAQs

for common support queries.

Required Skills & Experience

Education:

Bachelor's degree or Diploma in

Computer Science, Information Technology, Electronics, or Communication.

Experience:

1-3 years in

IT support, software support, or telephony system support.

Technical Skills:

Basic knowledge of

networking

(IP addresses, ports, firewalls, VPNs). Understanding of

PBX systems

(Cisco, Avaya, Alcatel, Panasonic, Asterisk, etc.). Familiarity with

VoIP/SIP protocols

and

CDR files.

Experience in

SQL or basic database queries

for troubleshooting. Exposure to

Windows Server

environments and

IIS/Web applications

(preferred). Ability to use

remote tools

(RDP, AnyDesk, TeamViewer, etc.) for customer assistance.

Soft Skills:

Strong analytical and troubleshooting mindset. Excellent communication and customer handling skills in English (Arabic is a plus). Ability to handle multiple clients and priorities simultaneously. Willingness to learn and adapt to new telecom technologies and reporting tools.
Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month

Application Question(s):

How many years of experience do you have in software support, IT helpdesk, or technical customer service? Have you previously supported or worked with PBX systems (like Cisco, Avaya, Alcatel, NEC, or Asterisk)? Have you worked with or supported Call Accounting / Telecom Billing / CDR Analysis software before? Are you familiar with remote support tools such as AnyDesk, TeamViewer, or RDP? Have you used a CRM or ticketing system (like Zoho Desk, Freshdesk, or Jira) to manage support cases? What is your current ctc, expected and notice period ?
Education:

Bachelor's (Preferred)
Experience:

* Support : 2 years (Required)