L1 Support

3 days ago

thiruvananthapuram, India CareStack™ - Dental Practice Management Full time

Key Responsibilities:● First Line Support: Provide timely and accurate Tier 1 support via email, and live chat, focusing onresolving issues related to Phone systems, call quality, device setup, network configurations, andrelated features.● Troubleshooting: Diagnose and troubleshoot basic phone system issues, including IP phones,softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).● Ticket Management: Handle support requests through a ticketing system (e.g., Zendesk), ensuringtimely response and resolution, and escalating to L2/Engineering teams as needed.● Documentation: Maintain and update internal and customer-facing knowledge bases, providingstep-by step guides, FAQs, and documentation for common issues.● Customer Onboarding Support: Assist customers with onboarding, setting up deskphone devices,configuring call flow, and ensuring seamless integration with PMS.● System Monitoring: Use monitoring tools to identify potential issues proactively and escalate tothe relevant teams for prompt action.● Call Quality Analysis: Analyze call logs, jitter, latency, packet loss, and other metrics to diagnoseand resolve call quality issues.● Collaboration: Collaborate with cross-functional teams, including L2 Support, Product, Engineering,and Customer Success, to provide feedback and improve system performance and customerexperience.● Training & Support: Provide basic user training on VoIP phone systems and features, ensuringcustomers are fully equipped to utilize the system.Skill:● Problem-Solving - Ability to think critically, troubleshoot systematically, and identify root causes of issues.● Team Player - Comfortable working in a fast-paced environment, collaborating with cross--functional teams, and contributing to team goals

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    2 days ago

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