VOIP Engineer

Chennai ₹1-4 LPA Posted 22 May 2025

FULL TIME

Escalation

Knowledge Management

Crm

Customer Service

Troubleshoot all Level 1/2/3 customer calls, focusing on effective issue resolution.
Prioritize customer satisfaction and manage case backlog efficiently.
Document all customer interactions in the CRM system.
Escalate complex issues to Sr. TAC/TL as needed for resolution.
Regularly update technical and product knowledge.
Contribute to the knowledge base by creating KCS articles for valid solutions.
Adhere to SLAs and client quality requirements.
Update SRs and DBR module daily; review SRs at shift start.
Follow up on 'Observation Sheet' SRs weekly.
Participate in team meetings, SSQA sessions, and product training.
Take full ownership of SR handling and avoid issue deflection.
Maintain and support lab operations as a node member.