Senior Technical Support Engineer - CCaaS

Role Responsibilities:

• Troubleshoot technical issues and resolve customer inquiries via tickets.
• Investigate customer-reported issues, debug software, and analyze logs to find root causes.
• Develop and maintain product knowledge to ensure timely issue resolution.
• Collaborate with cross-functional teams for product improvements and escalations.

Key Deliverables:

• Timely resolution of customer issues, preventing ticket reopening and escalations.
• Effective documentation for common troubleshooting and solutions.
• Conduct quality assurance and provide feedback for product enhancements.
• Meet SLAs and ensure smooth collaboration across teams for optimal support.