0 years
0 Lacs
Posted:5 days ago|
Platform:
On-site
Full Time
Key Responsibilities:
● First Line Support: Provide timely and accurate Tier 1 support via email, and live chat, focusing on
resolving issues related to Phone systems, call quality, device setup, network configurations, and
related features.
● Troubleshooting: Diagnose and troubleshoot basic phone system issues, including IP phones,
softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).
● Ticket Management: Handle support requests through a ticketing system (e.g., Zendesk), ensuring
timely response and resolution, and escalating to L2/Engineering teams as needed.
● Documentation: Maintain and update internal and customer-facing knowledge bases, providing
step-by step guides, FAQs, and documentation for common issues.
● Customer Onboarding Support: Assist customers with onboarding, setting up deskphone devices,
configuring call flow, and ensuring seamless integration with PMS.
● System Monitoring: Use monitoring tools to identify potential issues proactively and escalate to
the relevant teams for prompt action.
● Call Quality Analysis: Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose
and resolve call quality issues.
● Collaboration: Collaborate with cross-functional teams, including L2 Support, Product, Engineering,
and Customer Success, to provide feedback and improve system performance and customer
experience.
● Training & Support: Provide basic user training on VoIP phone systems and features, ensuring
customers are fully equipped to utilize the system.
Skill:
● Problem-Solving - Ability to think critically, troubleshoot systematically, and identify root causes of issues.
● Team Player - Comfortable working in a fast-paced environment, collaborating with cross--
functional teams, and contributing to team goals
CareStack™ - Dental Practice Management
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