VoIP & Support Executive

The ideal candidate will be responsible for providing advanced technical assistance and problem resolution to our customers. If you have a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service, we encourage you to apply for this vital role.Responsibilities : Advanced Troubleshooting : Provide second-level technical support for complex issues, including software and hardware problems.Analyze, diagnose, and resolve technical issues efficiently and accurately.Customer Interaction : Interact directly with customers via phone, email, or chat to understand and address their technical concerns.Ensure a positive customer experience through effective communication and problem resolution.Escalation Handling : Escalate issues to appropriate internal teams when necessary, ensuring timely and effective resolution.Collaborate with cross-functional teams to expedite problem resolution.Knowledge Base Contributions : Contribute to the development and maintenance of the knowledge base by documenting solutions, troubleshooting steps, and best practices.Share knowledge with Level 1 support and other team members.Process Improvement : Identify areas for process improvement and efficiency within the support function.Implement and suggest improvements to enhance overall support operations.Training and Mentoring : Provide guidance and training to Level 1 support staff.Mentor junior team members and assist in their professional development.Reporting : Generate and analyze reports related to support ticket trends, resolution times, and customer satisfaction.Provide insights to management for continuous improvement.