• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries. • Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions. • Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication. • Document all customer interactions and issue resolutions clearly and concisely. • Develop and maintain a deep understanding of our software's features, functions, and best practices. • Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed. • Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

• Serve as the primary point of contact for all incoming customer requests during second shift. • Triaging calls appropriately - routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as needed. • Communicate with customers from a technical perspective to understand and resolve equipment issues. • Respond with urgency to resolve unplanned customer issues. • Provide breakdown support for component replacements. • Document customer issues and resolutions in the asset management system. • Utilize ERP system to find parts and arrange shipment to customer outside normal business hours. • Review customer data routinely and react to alarms. • Develop insights and provide actions for customers for improved productivity and efficiency.

• Provide Escalated (Tier 3) support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk). • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss. • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump. • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability. • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs. • Assist customers with network configurations, NAT traversal and firewall rules. • Escalate complex issues to engineering teams and collaborate with vendors as needed. • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues. • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers. • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.

• Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases.