Ustaff

Responsibilities

• Answer inbound phone calls during scheduled business hours ( 8:00 am – 5:00 pm Eastern ).
• Take accurate messages, gather required details, and create support tickets in the appropriate system.
• Route issues to the correct technicians or departments based on defined procedures.
• Provide prompt, clear, and professional communication to clients at all times.
• Ensure all incoming support requests are acknowledged and addressed within expected response time frames.
• Perform basic GUI‑based system updates such as:
• Monitor designated inboxes (including JP’s inbox) for support‑related emails.
• Move, categorize, and log emails into the proper support channels and ticketing workflows.
• Accurately document all calls, emails, updates, and actions within the Client’s systems.
• Maintain complete and organized records of support interactions.
• Immediately escalation Tier 2 or Tier 3 technical issues in accordance with escalation protocols.
• Learn and consistently follow Point VoIP processes, terminology, and customer workflows.
• Work within the Client’s secure virtual desktop and VoIP environment.
• Adhere strictly to confidentiality, data protection, and operational compliance requirements.

• Strong verbal and written English communication skills.
• Experience in customer support, help desk, administrative support, or call handling roles.
• Ability to follow structured workflows, SOPs, and escalation procedures.
• Strong attention to detail and accurate documentation skills.
• Basic computer proficiency and comfort working with GUI‑based systems, inbox management, and ticketing tools.
• Ability to work full‑time in the Eastern Time Zone schedule.
• Experience in VoIP, telecom, or technical support environments.
• Familiarity with help desk or ticketing systems.