Provide remote technical and customer support for SaaS-based VOIP services. Responsibilities include handling client inquiries, managing support tickets, troubleshooting VOIP and network issues, documenting resolutions, educating customers, and escalating complex problems to development and engineering teams. The role requires strong communication, technical troubleshooting, ticketing-tool proficiency, English fluency, and willingness to work night shifts supporting US-based clients.
Responsibilities:
Provide Exceptional Customer Support:
Interact with US-based clients to deliver high-quality support for Voice over Internet Protocol (VOIP) services.
Address client queries, concerns, and technical issues via phone and other communication channels.
Ticketing Tools Management:
Utilize ticketing tools to log, track, and resolve customer issues efficiently.
Ensure accurate and detailed documentation of customer interactions and issue resolutions.
SaaS-Based Product Expertise:
Demonstrate expertise in SaaS-based products, particularly in the realm of Voice over IP.
Troubleshoot and resolve technical issues related to the SaaS platform.
Technical Proficiency:
Possess a strong technical background to understand and troubleshoot complex VOIP and network-related problems.
Collaborate with internal teams for issue resolution and escalation when necessary.
Communication Skills:
Exhibit excellent verbal and written communication skills.
Communicate technical information in a clear and understandable manner to clients with varying levels of technical expertise.
Customer Education:
Educate clients on product features, best practices, and troubleshooting techniques.
Provide guidance on optimizing the use of VOIP services.
Collaboration:
Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement.
Customer Education:
Educate clients on product features, best practices, and troubleshooting techniques.
Provide guidance on optimizing the use of VOIP services.
Collaboration:
Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement.
Qualifications:
- Proven experience in a VOIP support role, preferably with US clients.
- Bachelor’s degree in a Technical field or equivalent work experience.
- Should be proficient in using ticketing tools for issue tracking and resolution.
- In-depth knowledge of VOIP technologies and SaaS-based products.
- Excellent verbal and written communication skills in English.
- Willingness to work night shifts to support US-based clients.
- Strong problem-solving skills with the ability to troubleshoot and diagnose technical issues.
- Ability to adapt to a dynamic and fast-paced work environment
Why Adit?
► We trust our people and offer completely remote opportunities.
► Flexible work schedules for better work-life balance.
► Group of 550+ Agile, Smart and Dynamic IT Professionals.
► Supportive and collaborative work environment.
► 5 days working company (Monday - Friday). All weekends are Off!
► Great working and learning environment
► Company Sponsored Insurance!
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