Voip Tier 1 Agent

As a VoIP Tier 1 Support Specialist, you will be responsible for providing technical assistance and support to customers using Voice over Internet Protocol (VoIP) systems. You will primarily handle incoming inquiries and troubleshoot issues related to VoIP services, ensuring timely resolution and excellent customer satisfaction. Your role will involve diagnosing hardware and software problems, guiding customers through step-by-step solutions, and escalating complex issues to Tier 2 support teams when necessary. Additionally, you will contribute to maintaining documentation, updating knowledge bases, and assisting in the implementation of new VoIP technologies and features.
- Learn Viirtue portal, support viirtue accounts, build new accounts
- Make sure all tickets are replied to, clean up desk, manage overall customer happiness,
reply to escalated tickets
- Virtual Trainings for customers
- Customer calls and opening new tickets
- Escalate tickets level 2 and level 3 when needed
- Customer Happiness and satisfaction
- Customer retention calls and happiness throughout the year
- Assist in the switch over to Viirtue, build accounts, support
- Monthly backup of the Master Support Document
- Reports to manager for support tasks and level 2 or 3 escalation

**Salary**: ¢610,000.00 - ¢630,000.00 per month