- Call flow creation and management, Script creation
• Deliver IVR related Change Request/Service Request/Incidents and troubleshooting• Recording configuration and management
- Voice mail set up and configuration
- Setup in the application for queues, routing, SLAs
• Skill-based auto-routing• 2nd level of troubleshooting.
- Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.
- Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.
- Timely handoff (escalation) of cases that require technical assistance to NOC etc.
- Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.
- Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.
- Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem) CN-SH,Avaya S8500 (On-Prem) CN-GZ,Digital Phone System by ChugHwa Telecom (On-Prem) TW,Babble (Sesui) (Cloud-based) UK etc.
Qualifications
Bachelors