๐๐ข๐ฆ๐ข๐ง๐ ๐ฌ: 8:00 am โ 5:00 pm (Eastern Time)
๐๐จ๐๐๐ญ๐ข๐จ๐ง: Remote
๐๐๐ฅ๐๐ซ๐ฒ: 170,000
๐๐๐ฒ ๐๐๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐๐ข๐ฅ๐ข๐ญ๐ข๐๐ฌ:
โข Answer inbound phone calls during scheduled business hours (8:00 am โ 5:00 pm Eastern).
โข Take accurate messages, gather required details, and create support tickets in the appropriate system.
โข Route issues to the correct technicians or departments based on defined procedures.
โข Provide prompt, clear, and professional communication to clients at all times.
โข Ensure all incoming support requests are acknowledged and addressed within expected response timeframes.
2) ๐๐ฒ๐ฌ๐ญ๐๐ฆ ๐๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ & ๐๐๐ฆ๐ข๐ง๐ข๐ฌ๐ญ๐ซ๐๐ญ๐ข๐ฏ๐ ๐๐๐ฌ๐ค๐ฌ:
Perform basic GUI-based system updates such as:
โข Username modifications
โข Extension updates
โข Simple configuration changes
โข Monitor designated inboxes (including JPโs inbox) for support-related emails.
โข Move, categorize, and log emails into the proper support channels and ticketing workflows.
3) ๐๐จ๐๐ฎ๐ฆ๐๐ง๐ญ๐๐ญ๐ข๐จ๐ง, ๐๐ฌ๐๐๐ฅ๐๐ญ๐ข๐จ๐ง & ๐๐จ๐ฆ๐ฉ๐ฅ๐ข๐๐ง๐๐:
โข Accurately document all calls, emails, updates, and actions within the Clientโs systems.
โข Maintain complete and organized records of support interactions.
โข Immediately escalate Tier 2 or Tier 3 technical issues in accordance with escalation protocols.
โข Learn and consistently follow Point VoIP processes, terminology, and customer workflows.
โข Work within the Clientโs secure virtual desktop and VoIP environment.
โข Adhere strictly to confidentiality, data protection, and operational compliance requirements.
๐๐๐ช๐ฎ๐ข๐ซ๐๐ฆ๐๐ง๐ญ๐ฌ:
โข Strong verbal and written English communication skills.
โข Professional phone etiquette and client-facing communication ability.
โข Experience in customer support, help desk, administrative support, or call handling roles.
โข Ability to follow structured workflows, SOPs, and escalation procedures.
โข Strong attention to detail and accurate documentation skills.
โข Basic computer proficiency and comfort working with GUI-based systems, inbox management, and ticketing tools.
โข Ability to work full-time in the Eastern Time Zone schedule.
๐๐ซ๐๐๐๐ซ๐ซ๐๐ ๐๐ฎ๐๐ฅ๐ข๐๐ข๐๐๐ญ๐ข๐จ๐ง๐ฌ:
โข Experience in VoIP, telecom, or technical support environments.
โข Familiarity with help desk or ticketing systems.
โข Prior experience supporting U.S.-based clients.
๐๐ฉ๐ฉ๐ฅ๐ฒ:ย ย hr@ustaff360.com