Technical Support Specialist
7 days ago
About the Role
CareStack, a leading dental practice management company, seeks an experienced Technical Support Specialist to join our team. In this role, you will be responsible for providing exceptional support to our customers, ensuring seamless integration and operation of our VoIP phone systems.
Key Responsibilities
- First-Line Support: Respond promptly to customer inquiries via email and live chat, resolving issues related to phone systems, call quality, device setup, network configurations, and associated 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, ensuring timely response and resolution, and escalating to L2/Engineering teams as needed.
- Documentation: Maintain and update internal and customer-facing knowledge bases, providing step-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: Utilize monitoring tools to identify potential issues proactively and escalate to relevant teams for prompt action.
- Call Quality Analysis: Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose and 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 customer experience.
- Training & Support: Provide basic user training on VoIP phone systems and features, ensuring customers are fully equipped to utilize the system.
Skills & Qualifications
- 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.
- Emotional Intelligence: Ability to understand the context and different perspectives from various team members.
- Adaptability: Must be comfortable working in fuzzy environments where boundaries aren't clearly defined.
Estimated Salary: $65,000 - $85,000 per annum, depending on experience and qualifications.
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