User support (Internet/VoIP connection)

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Voice One Telecom

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Objective of the project

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• Provision of remote technical support services for end users;

• Resolving network problems and resolving technical issues;

• Online acceptance of user applications is carried out through the ZoHo CRM system and in telephone mode;

• Assistance to the customer in interaction with the vendor's technical service to solve problems;

• Network monitoring is carried out using the Nagios system.

The Solution

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• Provision of services and services to users via a remote connection or the Internet;

• Solving technical issues over the phone;

• Support of applications for troubleshooting (track open trouble tickets) and find solutions for their elimination;

• Detect and troubleshoot IP telephony by means of software capture and analysis of network packets and event logging on servers;

• Close cooperation with specialists of the 2nd and 3rd support lines;

• Interaction with customers: providing information in response to requests and inquiries about products and services;

• Diagnose and resolve technical issues with software, Internet connections, VoIP and other aspects;

• Identification and escalation of problems according to priorities.

About the customer

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Voice One Telecomprovides on-site and remote support, administration and strategic planning of end-user technical issues. The company provides its services to such industries as small and medium-sized businesses, the Ministry of Internal Affairs, the State Emergency Service, local governments, education.

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