- Leading team of 14-22 VOIP Support Agents

- Monitoring KPIs

- Onboarding of new commers

- Improving team perfomance

- Instructing customers on how to use new phones via phone calls, emails and live chats

- Setting up and supporting phones: Polycom, Cisco, VTech, Panasonic, Grandstream

- Setup phone for multiply phone lines- Supporting and setting up fax lines

- Assisting customer with MRR more than $1000

- Troubleshooting and resolving issues with routers, switches, rewalls that can aect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures

- Assisting with setting up and troubleshooting VLANs- Troubleshooting and assisting with issues Voice QOS: checking latency, network jitter, packet loss using PingPlotter

- Troubleshooting and assisting with one way audio, no way audio, calls dropping, double registration, provisioning failure- Troubleshooting call failures using Oracle Palladion checking call logs, message ows and analyzing SIP Response Codes

- Analyzing call logs and packet captures using Wireshark

- Setting up and supporting trunk accounts(IP-PBX systems)

- Troubleshooting and resolving issues with routers, switches, firewalls that can afect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures

- Setting up and troubleshooting fax bridges