Telecommunications Support Specialist
4 days ago
About the Role
CareStack - Dental Practice Management is seeking a highly skilled Telecommunications Support Specialist to join our team. The successful candidate will be responsible for providing timely and accurate support via email, live chat, and other communication channels.
Responsibilities
- First Line Support: Provide technical assistance to customers on phone systems, call quality, device setup, network configurations, and related features.
- Troubleshooting: Diagnose and resolve basic phone system issues, including IP phones, softphones, and network connectivity problems.
- 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 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 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: Work with cross-functional teams to provide feedback and improve system performance and customer experience.
Requirements
- 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.
Location
The role is based in Thiruvananthapuram or Florida, with opportunities for remote work.
Compensation Package
We offer an attractive compensation package, including a competitive salary of $60,000 - $80,000 per year, depending on experience. This estimate is based on national averages and industry standards.
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