Spectrum VoIP is a Cloud-hosted VoIP solution custom-tailored for your business. I work as a Tier 1 Technical Support and Team Mentor Provided support and training to my team members and assist customers with troubleshooting and system administration of their Cloud-hosted VoIP solution.Here are some of the key things I do in a day. • Provided exceptional customer service including problem resolution and customer training and education.• Handled call in and email… Show more Spectrum VoIP is a Cloud-hosted VoIP solution custom-tailored for your business. I work as a Tier 1 Technical Support and Team Mentor Provided support and training to my team members and assist customers with troubleshooting and system administration of their Cloud-hosted VoIP solution.Here are some of the key things I do in a day. • Provided exceptional customer service including problem resolution and customer training and education.• Handled call in and email tickets• Met and exceeded the minimum volume of calls per day.• Met minimum Average Handle Time per call and Email ticket response within expected reply time.• As a team Mentor, I am responsible to assist my lead in team management, monitoring team member stats, open tickets, workload, and cover gaps in call-outs.• As a team Mentor, I take all first-level escalations from my team members, resolve the issue, and coordinate with other departments if required, such as tier 2, 3, or the Dev Team. • As a team Mentor, I assist my team on live calls and tickets, providing training on system administration and customer service. • As a team Mentor, I take any of my team's trouble calls (upset customers) and am responsible for defusing the situation, Identifying the issue, and address it with the customer as quickly and professionally as possible within the scope of our support. Show less