Telecommunications Support Specialist

4 days ago


Thiruvananthapuram, Kerala, India CareStack - Dental Practice Management Full time

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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