Technical Support Specialist

s discussed, please find below the JD for the Telephony support executive. (Simran's replacement)

The person will be responsible for ensuring seamless calling operations, resolving telephony issues, and coordinating with vendors and users.

Key Responsibilities

• Telephony Management
• Administer and manage telephony systems (VoIP / Cloud Telephony platforms such as Acefone/Ozonetel).
• Set up new accounts, phone numbers, extensions, and user permissions for team members.
• Monitor call logs, dropped calls, and system performance to ensure optimal functioning.

Troubleshooting & Support

• Act as the first point of contact for all telephony-related issues faced by users.
• Diagnose and resolve call quality issues (echo, lag, drops, login errors, headset/softphone problems).
• Provide remote technical support and clear step-by-step troubleshooting guidance to users.

Integration & Tools

• Support telephony integrations with CRM tools
• Ensure accurate call logging, click-to-call functionality, and lead tracking through integrated systems.

Coordination & Reporting

• Liaise with telephony vendors and IT/network teams for issue escalation and service outages.
• Maintain documentation, SOPs, and quick reference guides for users.
• Generate reports on call performance, usage patterns, and system health for management review.

Required Skills & Qualifications

• Strong working knowledge of VoIP / Telephony systems (SIP, DID, IVR, call routing).
• Basic network troubleshooting skills (bandwidth, latency).
• Experience in CRM–telephony integrations.
• Prior experience in IT Helpdesk / Telephony Administrator / VoIP Support roles preferred.
• Strong problem-solving and analytical skills.
• Excellent communication skills to explain technical issues in simple terms.
• Ability to work independently and manage multiple support requests simultaneously.