About the role
Job Description:
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.
Qualifications:
Proven experience in a VOIP support role, preferably with US clients.
Bachelor’s degree in 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 350+ 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
