Qualifications
ResponsibilitiesMonitoring & Incident Response: Track system health, service reliability, and infrastructure alerts with internal tools and dashboards, proactively identifying disruptions and initiating corrective actions. Incident Triage & Escalation: Conduct initial validation, testing, and diagnostics of incidents, quickly escalating issues to the appropriate internal teams or external vendors. VoIP & SIP Troubleshooting: Address common voice-related challenges such as call failures and quality issues, determining whether problems are internal or related to suppliers. Customer Support & Ticket Handling: Manage and respond to customer inquiries via asynchronous channels (e.g., Zendesk), ensuring timely, clear, and professional communication. Application-Level Troubleshooting: Investigate issues through logs, browser consoles, and system behavior for Toku’s web-based products. Customer Communication & Updates: Provide timely updates to customers regarding issue statuses, maintenance activities, and system modifications. Monitoring Discipline & Ownership: Maintain high vigilance to alerts and system performance, ensuring prompt responses to incidents.
About the job
At Toku, we specialize in crafting tailored cloud communication and customer engagement solutions that revolutionize enterprise customer experiences. Our comprehensive approach assists businesses in navigating the intricacies of digital transformation, enabling them to deliver essential customer experiences through cloud communication technologies. By integrating local strategic consulting expertise, customized technology, robust regional infrastructure, and global connectivity, Toku meets the diverse demands of large-scale enterprises. Headquartered in Singapore, we proudly support clients throughout the APAC region and beyond, continually expanding our global presence.
This position combines responsibilities from both the NOC and Level 1 Technical Support teams, emphasizing monitoring, incident management, and customer issue resolution on Toku’s voice and messaging platform. You will play a critical role in identifying issues, conducting initial validations, and ensuring swift, precise escalations while upholding strong communication with our customers. This role requires a mix of system monitoring, basic VoIP troubleshooting, and application-level support in a 24/7 operational setting. If you are detail-oriented, dependable, and thrive in a structured, shift-based environment, you will be an excellent addition to our team.
About Toku
Toku is at the forefront of cloud communication and customer engagement, delivering innovative solutions that transform the way enterprises interact with their customers. Our dedication to providing customized technology and strategic consulting ensures that our clients can successfully navigate the complexities of digital transformation.
