• Supporting Existing Customers • Review and catalog the network(s) for clients and confirm they are VoIP equipped • Ensure phone and feature setups are working properly • Provide recommendations on future enhancements • VIP Customer Escalations • Assist the Retention Team in resolving escalated customer problems • Provide high-level support as a contributor to Partner Support • Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment • Handle escalated issues sent to you by management and executive leadership • Provide customer-focused support using clear and descriptive methods • Manage and complete projects on time • Work within multiple scheduling and ticketing programs • Coordinate with various departments to provide internal education and assistance • Advise customer on network topology and configuration • Determine the source of customer issues (hardware, software, user access, other) • Document resolutions for future reference