Address- Responsibilities-
- Call flow creation and management, Script creation
- Deliver IVR related Change Request/Service Request/Incidents and troubleshooting
- Recording configuration and management
- Voice mail set up and configuration
- Setup in the application for queues, routing, SLAs
- Skill-based auto-routing
- 1st and 2nd level of troubleshooting.
- Troubleshoot and resolve complex technical issues related to the telecom systems, including voice quality, connectivity, and integration problems.
- Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.
- Timely handoff (escalation) of cases that require technical assistance to NOC etc.
- Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.
- Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.
- Support of the various Voice Platforms like RingCentral Webinars (Townhalls),
- Avaya S8300 (On-Prem) CN-SH,
- Avaya S8500 (On-Prem) CN-GZ,
- Digital Phone System by ChugHwa Telecom (On-Prem) TW,
- Babble (Sesui) (Cloud-based) UK etc
Expectations
- 1 to3 Years of experience in VoIP & Basic Networking
- Desirable Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebTV.
- Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
- Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
