Customer Support
1 week ago
Location : Trivandrum
Job Requirements
● First Line Support:
Provide 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.
● 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), 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:
Use monitoring tools to identify potential issues proactively and escalate to the 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 customer are fully
equipped to utilize the system.
Skills
● Problem-Solving:
Ability to think critically, troubleshoot systematically, and identify root causes of issues.
Thiruvananthapuram | Florida
This document contains confidential and proprietary information belonging to Good Methods Global Inc., no part of which may be
disclosed to others or reproduced in any form or by any means, without prior permission in writing
● Team Player:
Comfortable working in a fast-paced environment, collaborating with cross-functional teams, and
contributing to team goals.
Your Mindset
• Mindset that is expected of the candidate and will be a determining factor in the selection
process.
• Emotional Intelligence: Ability to understand the context and different perspectives from
various team members.
• Attitude: Ability to respect cross functional priorities and balance decisions respectfully.
• Presentation & Articulation: Communicate what is required and at the appropriate moment.
• Adaptability: Must be comfortable working in fuzzy environments where boundaries aren’t
clearly defined.
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