Technical Support Specialist

6 hours ago

India LawSikho Full time
Job Description

s discussed, please find below the JD for the Telephony support executive. (Simran&aposs replacement)

The person will be responsible for ensuring seamless calling operations, resolving telephony issues, and coordinating with vendors and users.

Key Responsibilities

- Telephony Management
- Administer and manage telephony systems (VoIP / Cloud Telephony platforms such as Acefone/Ozonetel).
- Set up new accounts, phone numbers, extensions, and user permissions for team members.
- Monitor call logs, dropped calls, and system performance to ensure optimal functioning.

Troubleshooting & Support

- Act as the first point of contact for all telephony-related issues faced by users.
- Diagnose and resolve call quality issues (echo, lag, drops, login errors, headset/softphone problems).
- Provide remote technical support and clear step-by-step troubleshooting guidance to users.

Integration & Tools

- Support telephony integrations with CRM tools
- Ensure accurate call logging, click-to-call functionality, and lead tracking through integrated systems.

Coordination & Reporting

- Liaise with telephony vendors and IT/network teams for issue escalation and service outages.
- Maintain documentation, SOPs, and quick reference guides for users.
- Generate reports on call performance, usage patterns, and system health for management review.

Required Skills & Qualifications

- Strong working knowledge of VoIP / Telephony systems (SIP, DID, IVR, call routing).
- Basic network troubleshooting skills (bandwidth, latency).
- Experience in CRMtelephony integrations.
- Prior experience in IT Helpdesk / Telephony Administrator / VoIP Support roles preferred.
- Strong problem-solving and analytical skills.
- Excellent communication skills to explain technical issues in simple terms.
- Ability to work independently and manage multiple support requests simultaneously.

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