Customer Support Specialist

4 weeks ago

Thiruvananthapuram, Kerala, India CareStack™ - Dental Practice Management Full time
Job Title: Customer Support Specialist - Phone Systems Expert

We are seeking a highly skilled Customer Support Specialist to join our team at CareStack. As a key member of our support team, you will be responsible for providing timely and accurate Tier 1 support via email and live chat, focusing on resolving issues related to phone systems, call quality, device setup, network configurations, and related features.

Key Responsibilities:

  • Provide first-line support for phone system issues, including IP phones, softphones, and network connectivity problems.
  • Diagnose and troubleshoot basic phone system issues, including SIP issues and firewall configurations.
  • Handle support requests through a ticketing system, ensuring timely response and resolution, and escalating to L2/Engineering teams as needed.
  • Maintain and update internal and customer-facing knowledge bases, providing step-by-step guides, FAQs, and documentation for common issues.
  • Assist customers with onboarding, setting up deskphone devices, configuring call flow, and ensuring seamless integration with PMS.
  • Use monitoring tools to identify potential issues proactively and escalate to the relevant teams for prompt action.
  • Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose and resolve call quality issues.
  • Collaborate with cross-functional teams, including L2 Support, Product, Engineering, and Customer Success, to provide feedback and improve system performance and customer experience.
  • Provide basic user training on VoIP phone systems and features, ensuring customers are fully equipped to utilize the system.

Requirements:

  • 0-2 years of experience in a customer support role.
  • Problem-solving skills, with the ability to think critically and troubleshoot systematically.
  • Team player with excellent communication and interpersonal skills.
  • Emotional intelligence, with the ability to understand different perspectives and adapt to changing situations.
  • Adaptability, with the ability to work in a fast-paced environment and prioritize tasks effectively.

About CareStack:

CareStack is a cloud-based dental software solution that simplifies operations, elevates patient relationships, enhances staff productivity, and drives business growth and revenue. We are passionate about leveraging technology to enhance care management for everyone, ultimately leading to better patient outcomes.

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