We are seeking a detail-oriented and technically skilled Customer Service Representative (Level 2 Support) with hands-on experience in VoIP, Networking, and related systems. This role is ideal for someone who thrives in a fast-paced environment, is comfortable resolving complex technical issues, and understands the importance of exceptional client communication.As a Level 2 support representative, you will serve as a key escalation point for advanced support issues utilizing ticketing systems, working closely with internal teams and clients, ensuring timely resolution. You’ll also play a critical role in maintaining a high standard of customer satisfaction by managing communications clearly, proactively, and professionally.
ResponsiibilitiesManage support tickets via platforms like Zendesk, Freshdesk, or similar systems, ensuring timely and accurate resolution.Troubleshoot and resolve complex issues related to VoIP systems, network connectivity, CCTV, intercoms, and other low-voltage technologies.Collaborate with internal teams, including engineering and project departments, to resolve escalated or persistent issues.Identify and escalate recurring problems, suggesting system improvements and automation to enhance efficiency and reduce support load.Document solutions and best practices, and contribute to internal SOPs and knowledge base articles.Monitor account health and usage trends, proactively addressing client concerns, and identifying upsell or optimization opportunities.Deliver a high standard of customer success and experience, building trust and long-term partnerships.
