Roles and responsibilities

Handles direct customer inquiries
Provides technical support to customers. 
Troubleshoots and repair solutions. Understand network architecture required to support  VoIP services.  
Recommends network hardware, software and design elements.  
Answers technical questions, solve technical problems and suggest appropriate workarounds.
Provides quick and accurate handling of support interactions ? phone, chat, screen sharing & email.
Handles and resolve customer inquiries, questions, complaints, and  concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.
Offers alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.
Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.

Essential Hiring Skills

? Accuracy and attention to detail
? Excellent written language and comprehension
? Aptitude to comprehend articles and good analytical skills
? Ability to multitask
? MS Excel

? Neutral Voice and Accent and call management

? Process Knowledge