VOIP Support Specialist - Remote

Responsibilities

Provide Exceptional Customer Support

• Interact with US-based clients to deliver high-quality support for Voice over Internet Protocol (VOIP) services.
• Address client queries, concerns, and technical issues via phone and other communication channels.

Ticketing Tools Management

• Utilize ticketing tools to log, track, and resolve customer issues efficiently.
• Ensure accurate and detailed documentation of customer interactions and issue resolutions.

SaaS-Based Product Expertise

• Demonstrate expertise in SaaS-based products, particularly in the realm of Voice over IP.
• Troubleshoot and resolve technical issues related to the SaaS platform.

Technical Proficiency

• Possess a strong technical background to understand and troubleshoot complex VOIP and network-related problems.
• Collaborate with internal teams for issue resolution and escalation when necessary.

Communication Skills

• Exhibit excellent verbal and written communication skills.
• Communicate technical information in a clear and understandable manner to clients with varying levels of technical expertise.

Customer Education

• Educate clients on product features, best practices, and troubleshooting techniques.
• Provide guidance on optimizing the use of VOIP services.

Collaboration

Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement.

Customer Education

• Educate clients on product features, best practices, and troubleshooting techniques.
• Provide guidance on optimizing the use of VOIP services.

Collaboration

Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement.

Qualifications

• Proven experience in a VOIP support role, preferably with US clients.
• Bachelor’s degree in a Technical field or equivalent work experience.
• Should be proficient in using ticketing tools for issue tracking and resolution.
• In-depth knowledge of VOIP technologies and SaaS-based products.
• Excellent verbal and written communication skills in English.
• Willingness to work night shifts to support US-based clients.
• Strong problem-solving skills with the ability to troubleshoot and diagnose technical issues.
• Ability to adapt to a dynamic and fast-paced work environment
• Why Adit?
• ► We trust our people and offer completely remote opportunities.
• ► Flexible work schedules for better work-life balance.
• ► Group of 550+ Agile, Smart and Dynamic IT Professionals.
• ► Supportive and collaborative work environment.
• ► 5 days working company (Monday - Friday). All weekends are Off!
• ► Great working and learning environment
• ► Company Sponsored Insurance!