L1 Support (Voicestack)
CareStack - Dental Practice ManagementTrivandrum, Kerala, India1 day ago
Job descriptionTroubleshooting : Diagnose and troubleshoot basic phone system issues, including IP phones, Ticket Management : Handle support requests through a ticketing system (e.g., Zendesk), ensuring Documentation : Maintain and update internal and customer-facing knowledge bases, providing Customer Onboarding Support : Assist customers with onboarding, setting up deskphone devices, System Monitoring : Use monitoring tools to identify potential issues proactively and escalate to Call Quality Analysis : Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose Collaboration : Collaborate with cross-functional teams, including L2 Support, Product, Engineering, Training & Support : Provide basic user training on VoIP phone systems and features, ensuring 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
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.
softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).
timely response and resolution, and escalating to L2 / Engineering teams as needed.
step-by step guides, FAQs, and documentation for common issues.
configuring call flow, and ensuring seamless integration with PMS.
the relevant teams for prompt action.
and resolve call quality issues.
and Customer Success, to provide feedback and improve system performance and customer
experience.
customers are fully equipped to utilize the system.
Skill :
functional teams, and contributing to team goals
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Support • Trivandrum, Kerala, India
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