* OneWood (Marketing & Advertising): Providing Technical Support to an award winning VoIP, Internet and cloud communications provider in the UK. Their cloud communication solutions include Hosted PBX, talkAssure™ SIP Trunking, softphone, phone numbers & call plans. Hosted PBX is a complete business phone system designed for making calls over the internet as well as providing a whole host of features.
Key duties and achievements are given below:
Presenting brilliant Idea once a month
Providing support to both on-premises and online setups (Hosted PBX)
Assisting clients in VoIP registration, connectivity, security, SIP, IAX2, RTP problems and Voice Quality related issues, finding priority-based solution for their problems and after successfully troubleshoot, documenting each step in detail
Assisting VoIP Resellers and Service Providers in setting up and troubleshooting VoIP installations, equipment and Trunking issues
Providing online support in Linux based Servers such as web-server, mail-server, DNS-queries, security designing and evaluation on these servers
Finding “Loss making routes”, selecting feasible and quality International routes
Monitoring Fraudulent Calls and customers, reporting to management and taking necessary steps to prevent loss of customer's data, credit and trust
Liaising with project management teams, third-line engineers and service desk engineers on a regular basis
Raising tickets with Carriers for client issues and provisioning teams
speaking with customers via email and phone for initial requirement capture
Satisfying customers/clients and receiving good feedback on each call/ticket.
SalesForce and Zendesk customer Support tool