L1 Support

Key Responsibilities:

● First Line Support: Provide timely and accurate Tier 1 support via email, and live chat, focusing on

resolving issues related to Phone systems, call quality, device setup, network configurations, and

related features.

● Troubleshooting: Diagnose and troubleshoot basic phone system issues, including IP phones,

softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).

● Ticket Management: Handle support requests through a ticketing system (e.g., Zendesk), ensuring

timely response and resolution, and escalating to L2/Engineering teams as needed.

● Documentation: Maintain and update internal and customer-facing knowledge bases, providing

step-by step guides, FAQs, and documentation for common issues.

● Customer Onboarding Support: Assist customers with onboarding, setting up deskphone devices,

configuring call flow, and ensuring seamless integration with PMS.

● System Monitoring: Use monitoring tools to identify potential issues proactively and escalate to

the relevant teams for prompt action.

● Call Quality Analysis: Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose

and resolve call quality issues.

● Collaboration: Collaborate with cross-functional teams, including L2 Support, Product, Engineering,

and Customer Success, to provide feedback and improve system performance and customer

experience.

● Training & Support: Provide basic user training on VoIP phone systems and features, ensuring

customers are fully equipped to utilize the system.

Skill:

● Problem-Solving - Ability to think critically, troubleshoot systematically, and identify root causes of issues.

● Team Player - Comfortable working in a fast-paced environment, collaborating with cross--

functional teams, and contributing to team goals