Responsible for prioritization, problem solving and escalation management.
Management of the first-line and second-line VOIP support and Network teams.
provide specialists with timely feedback (positive and constructive) regarding team performance.
provide hands on support in the queue, particularly during high volume periods.
Conducting team trainings on product knowledge and knowhow sessions.
Ensured customer satisfaction by taking ownership of escalation calls, keeping callback comments, gaining trust
Responsible for network and infrastructure support, technical support/application support and product support including installations, maintenance, and upgrades.
Creating Knowledge Base VOIP articles on call flows, contact centre management/ACD and servers.
Monitoring NOC operations.
Analyzing customer’s requirement and proposing technical solutions accordingly
Providing Technical Training and Handoff to new Clients on Mitel Cloud based Solutions
Closely working with Cloud Implementation team and assisting in designing of call flows
Managing and providing solution on technical escalations.
Act as a point of contact in Team Managers absence
Member of Mitel Technical trainers for new Clients
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