Responsibilities: Provide Exceptional Customer Support: Interact with US-based clients to deliver high-quality support for Voice over Internet Protocol (VOIP) services. Address client queries, concerns, and technical issues via phone and other communication channels. Ticketing Tools Management: Utilize ticketing tools to log, track, and resolve customer issues efficiently. Ensure accurate and detailed documentation of customer interactions and issue resolutions. SaaS-Based Product Expertise: Demonstrate expertise in SaaS-based products, particularly in the realm of Voice over IP. Troubleshoot and resolve technical issues related to the SaaS platform. Technical Proficiency: Possess a strong technical background to understand and troubleshoot complex VOIP and network-related problems. Collaborate with internal teams for issue resolution and escalation when necessary. Communication Skills: Exhibit excellent verbal and written communication skills. Communicate technical information in a clear and understandable manner to clients with varying levels of technical expertise. Customer Education: Educate clients on product features, best practices, and troubleshooting techniques. Provide guidance on optimizing the use of VOIP services. Collaboration: Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement. Customer Education: Educate clients on product features, best practices, and troubleshooting techniques. Provide guidance on optimizing the use of VOIP services. Collaboration: Work closely with cross-functional teams, including development and engineering, to resolve escalated issues and contribute to product improvement. Qualifications: • Proven experience in a VOIP support role, preferably with US clients. • Bachelor’s degree in a Technical field or equivalent work experience. • Should be proficient in using ticketing tools for issue tracking and resolution. • In-depth knowledge of VOIP technologies and SaaS-based products. • Excellent verbal and written communication skills in English. • Willingness to work night shifts to support US-based clients. • Strong problem-solving skills with the ability to troubleshoot and diagnose technical issues. • Ability to adapt to a dynamic and fast-paced work environment Why Adit? ► We trust our people and offer completely remote opportunities. ► Flexible work schedules for better work-life balance. ► Group of 700+ Agile, Smart and Dynamic IT Professionals. ► Supportive and collaborative work environment. ► 5 days working company (Monday - Friday). All weekends are Off! ► Great working and learning environment ► Company Sponsored Insurance!