Helpdesk Support - Level 1

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 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., Customer Onboarding Support : configuring call flow, and ensuring seamless integration with PMS.
• 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 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