- Configured, provisioned, and connected multiple IP-based devices, including VoIP desk phones, to align with and support customers’ business phone system infrastructure, including applying custom tags to enhance functionality.

- Built user profiles and customized phone system configurations based on customer business needs, including creating call menus, setting up call centers, and integrating with partner products such as CRM, PBX, IVR, Unity, cloud solutions, and more.

- Provided support for both desktop and mobile phone applications, ensuring customers could install, configure, and use it effectively.

- Resolved networking issues such as choppy audio, dropped calls, one-way audio, and no-audio scenarios by performing detailed troubleshooting, deploying diagnostic applications, and reviewing customer network equipment including firewalls and routers.

- Collaborated with technical leaders on complex cases and special client needs to ensure accurate, timely, and high-quality resolutions

- Ensuring compliance with established procedures and standards.

- Adhering to all company policies and procedures, including data security and privacy guidelines, while handling customer information.

- Collaborated with internal teams to improve support processes, product documentation, and service delivery standards.

- Provided customers with accurate Norwegian Air information, explained terms and conditions, and assisted with booking flights and additional services.

- Assisted customers by actively listening, identifying solutions, and providing informed recommendations based on strong product knowledge.

- Handled sensitive customer situations, including flight cancellations and airport closures, with professionalism, empathy, and clear communication, arranging alternative travel and booking tickets with partner and third-party airlines when needed.

' Ensuring compliance with established procedures and standards and GDPR

Dealing with customer’s inquiries and claims, identifying customers' needs and providing solutions and alternatives.

Dealing with the customer’s payments.

Making trouble shooting steps in order to help customers to use online service better.