VoIP Support Specialist (US-shift) - 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.

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 460+ 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!