Job Title

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