- Troubleshoot all Level 1/2/3 customer calls, focusing on effective issue resolution.
- Prioritize customer satisfaction and manage case backlog efficiently.
- Document all customer interactions in the CRM system.
- Escalate complex issues to Sr. TAC/TL as needed for resolution.
- Regularly update technical and product knowledge.
- Contribute to the knowledge base by creating KCS articles for valid solutions.
- Adhere to SLAs and client quality requirements.
- Update SRs and DBR module daily; review SRs at shift start.
- Follow up on Observation Sheet SRs weekly.
- Participate in team meetings, SSQA sessions, and product training.
- Take full ownership of SR handling and avoid issue deflection.
- Maintain and support lab operations as a node member.
📌 VOIP Engineer (Chennai)
🏢 Movate Technologies
📍 Chennai
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