Technical Support Specialist, Voice

Responsibilities

• Resolve technical support tickets and complex escalated issues within established timeframes.
• Monitor customer complaints, identify recurring issues, and contribute to preventive solutions.
• Monitor daily voice traffic and system performance to identify quality, routing, and other technical issues.
• Investigate traffic-related problems and collaborate with internal teams, partners, and providers to resolve them.
• Maintain stable technical connections with partners and suggest alternative providers or routing solutions when needed.
• Identify opportunities to improve processes, workflows, and customer experience.
• Recommend relevant tools and technical solutions to improve efficiency.
• Collaborate with cross-functional teams to resolve issues and optimize services.
• Maintain technical documentation and share relevant customer feedback and insights.
• Use AI tools to support troubleshooting, technical research, documentation, and data analysis.

Languages