VoIP Engineer

• Provide Level 1 support for VoIP-related issues for customers, including inbound calls (primarily US customers)

• Troubleshoot and resolve technical issues efficiently while maintaining high customer satisfaction

• Manage high call and chat volumes effectively

• Document all customer communications accurately in the CRM system

• Escalate complex issues to L3 TAC and notify TL/Manager for cases requiring additional support

• Manage backlog and prioritize service requests in alignment with SLAs

• Continuously upgrade technical knowledge and product expertise

• Contribute to the team knowledge base and suggest process improvements

• Work collaboratively with the team to meet service goals and targets