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Tier 1 Voice System Support Specialist
Tier 1 Voice System Support SpecialistCareStack - Dental Practice Management • Thiruvananthapuram, Republic Of India, IN
Tier 1 Voice System Support Specialist

Tier 1 Voice System Support Specialist

CareStack - Dental Practice Management • Thiruvananthapuram, Republic Of India, IN
5 days ago
Job description

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

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    Tier 1 Voice System Support Specialist • Thiruvananthapuram, Republic Of India, IN