Tier 1 Support Agent

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat, providing timely and professional technical support.

• Diagnose and troubleshoot product, system, and service-related issues, providing solutions that meet customer needs.

• Assist customers with VoIP-related configurations and troubleshooting, including call forwarding, call routing, IP phone provisioning, fax troubleshooting, and application-related issues.

• Provide guidance to customers on product features, system functionality, and basic account or configuration settings when necessary.

• Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the CRM or ticketing system for tracking and reporting purposes.

• Monitor and manage support tickets to ensure issues are addressed and resolved in accordance with company policies and service level agreements (SLAs).

• Escalate complex or unresolved technical issues to higher-tier support or engineering teams with clear documentation and relevant details.

• Maintain up-to-date knowledge of product features, VoIP services, system updates, and troubleshooting procedures to provide accurate support.

• Communicate recurring issues, system bugs, or customer feedback to relevant internal teams to support product improvements.

• Deliver professional, empathetic, and solution-oriented customer service in every interaction to ensure high customer satisfaction.

• Collaborate with internal teams and support staff to resolve issues efficiently and contribute to process improvements.

• Participate in team meetings, training sessions, and knowledge-sharing activities to continuously improve technical skills and service quality.

• Take on additional tasks, projects, or responsibilities as assigned by the Manager to support team objectives and operational needs.

Qualifications & Skills

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent experience is a plus.

• 1+ year of experience in technical support, service desk, or help desk roles, preferably within VoIP or telecommunications environments.

• Basic understanding of VoIP systems and telephony concepts.

• Experience supporting call forwarding, call routing, IP phone provisioning, fax troubleshooting, and application troubleshooting is preferred.

• Familiarity with ticketing systems or CRM platforms.

• Strong troubleshooting and analytical skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple support requests in a fast-paced environment.

• Strong customer service mindset and attention to detail.