VoIP Engineer

Provide Level 1 support for VoIP-related issues for customers, including inbound calls (primarily US customers)

Troubleshoot and resolve technical issues efficiently while maintaining high customer satisfaction

Manage high call and chat volumes effectively

Document all customer communications accurately in the CRM system

Escalate complex issues to L3 TAC and notify TL/Manager for cases requiring additional support

Manage backlog and prioritize service requests in alignment with SLAs

Continuously upgrade technical knowledge and product expertise

Contribute to the team knowledge base and suggest process improvements

Work collaboratively with the team to meet service goals and targets