Customer Support - Fresher

Location : Trivandrum Responsibilities :

• First Line Support: Provide timely and accurate Tier 1 support via email and live chat, 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: Manage support requests through a ticketing system (e.g., Zendesk), ensuring prompt responses and resolutions, and escalating to L2/Engineering teams as required.
• Documentation: Maintain and update both internal and customer-facing knowledge bases, providing clear step-by-step guides, FAQs, and documentation for common issues.
• Customer Onboarding Support: Assist customers with onboarding, including desk phone setup, call flow configuration, and ensuring smooth integration with the PMS (Property Management System).
• System Monitoring: Utilize monitoring tools to identify potential issues proactively and escalate them to the relevant teams for swift action.
• Call Quality Analysis: Analyze call logs and metrics (jitter, latency, packet loss) to diagnose and resolve call quality issues.
• Collaboration: Work closely with cross-functional teams such as L2 Support, Product, Engineering, and Customer Success to provide feedback and enhance system performance and customer experience.
• Training & Support: Provide basic user training on VoIP phone systems and features, ensuring customers are fully equipped to use the system effectively.