Cloud Telephony Engineer/Subject Matter Expert/Technical Support L2

Client Support:

• Act as the primary technical contact for enterprise clients, addressing their issues via calls, emails, or tickets.
• Troubleshoot and resolve complex technical problems related to the companys products or services.
• Collaborate with internal teams to provide prompt solutions and meet SLA requirements.
• Offer proactive support by monitoring client environments and preventing potential issues.

Technical Expertise:

• Gain a deep understanding of the companys products, services, and enterprise client environments.
• Assist clients with system configurations, integrations, and customizations as needed.
• Provide root cause analysis for critical incidents and implement preventive measures.

Customer Engagement:

• Build strong relationships with enterprise clients by providing timely updates and maintaining consistent communication.
• Educate clients on best practices and new features to enhance their experience with the product/service.
• Serve as a customer advocate, communicating their needs and feedback to internal teams.