magicJack VocalTec (NASDAQ: CALL) is a VOIP company that allows to make and receive free calls to US and Canadian numbers from all around the world using magicJack, magicJackPlus device and APP. I was responsible for a support team of 35+ agents who were providing the customer support to company's customers from New Delhi (India).-Managing and supervising a Customer/Technical Support team of 35+ agents including Tier1, Tier 2 & Tier3. -Handle customer’s queries to the best interest of both the company and the customer and address Customer concerns.-Processing Escalations of Tier 1, Tier 2 & Tier 3 -Maintain customer confidentiality to the highest level.-Obtain and evaluate all relevant information to handle enquiries and complaints.-Communicate and coordinate with internal department.-Provided adequate support and documentation to clients. Identified and rectified technical and nontechnical issues for VOIP products.-Evaluating Call Centre activity and performances. In-depth analysis and reporting of Customer Services Department activity to determine the level of customer services being provided. Train them how to handle customer queries in the appropriate manner. -Team HR duties such as hiring, salaries reviewing, sick and holiday’s leaves.-Assigning tasks and planning work schedules.