Description of the project:

• Provide technical and network problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions;
• Receiving customer trouble tickets electronically via ZoHo CRM system and contact with customers;
• Resolve issues;
• Replicate more complicated issues to vendors;
• Provide status to customers;
• Document problems and resolutions;
• Monitoring the network via Nagios.

Achieved results:

• Deliver service and support to end-users, via remote connection or over the Internet;
• Phone calls to resolve technical support issues;
• Troubleshooting VoIP issues utilizing packet capture tools and VoIP server logs;
• Work in conjunction with 2nd & 3rd tier support specialist.

Time availability: Mon-Fri, 9 pm – 4 pm EST time. Time to response: 30 min.

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  Project details:

• Region: USA
• Client: Voice One
• Industry: IT
• Lifetime: 6+ months