• Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation. • Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations. • Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime. • Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base. • Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements. • Translate technical details into clear, understandable information for non-technical stakeholders and users. • Proactively identify opportunities to innovate and improve current communication workflows and systems.