Technical VoIP Support Specialist

5 days ago


Lahore, Punjab, Pakistan RepairDesk Full time
Job Description

RepairDesk is a cutting-edge repair shop management software with over 40 integrations and modules. This customisable platform meets the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk has earned the trust of over 3,000 businesses globally.

Key Responsibilities:
  • Identify the company's needs and monitor the voice communication system to ensure optimal functionality.
  • Possess expert knowledge of VoIP networking systems and provide excellent troubleshooting skills.
  • Design and deploy a perfect networking system to meet the current and future needs of our customers.

Tasks and Responsibilities:

  • To onboard new customers successfully, providing full setup and training for best use and management.
  • Provide first-line support to end-users for fault fixing as well as general maintenance and management.
  • Collaborate with vendors (Plivo / Twilio) for Port-In requests and cross-functional teams to ensure seamless implementation of VoIP systems.
  • Implement VoIP equipment (IP Phones), assist in the installation, configuration, and maintenance.
  • Train end-users on the proper use of VoIP systems (3cx portal).
  • Provide ongoing support to end-users for VOIP System, VoIP equipment (IP Phones), and respond to customer inquiries and problems via phone, email, and chat.
  • Document and update technical procedures, troubleshooting guides, and knowledge base articles.
  • Participate in on-call rotations to address urgent VoIP issues outside regular business hours.
  • Implement and manage VoIP security measures to protect against potential threats.
  • Maintain accurate records of support tickets, resolutions, and system changes in CRM.
  • Monitor and analyze VoIP network performance, identifying and resolving issues to maintain optimal service quality.


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