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At Voxtelesys, we pride ourselves on delivering unmatched support to our customers. In 2024, we took bold steps to enhance our support team, ensuring that our clients receive the expertise and assistance they need when they need it. With a focus on growth, certification, and strategic restructuring, our team is now better equipped than ever to deliver exceptional service.

Team Growth: Strength in Numbers and Expertise

This year, we welcomed five additional team members to our support roster, expanding our capacity and capabilities. Each of these new hires brings specialized skills and a commitment to excellence, strengthening our ability to serve our clients.

Enhanced Structure with New Roles

To improve efficiency and provide targeted expertise, we introduced several key roles to our support team structure:

1. Dedicated SMS Service Manager

With the growing demand for SMS solutions, we recognized the need for a specialist to oversee this critical service. Our new SMS Service Manager ensures seamless delivery, troubleshooting, and optimization of all SMS-related services.

2. Training Manager

To maintain a consistently high level of service, we formalized our Voxtelesys Service Training Program, led by our new Training Manager. This role focuses on onboarding new team members, advancing skills across the team, and keeping everyone up to date with the latest technologies and certifications.

3. Two Shift Managers

To cover 7:30 AM to 7:30 PM CT, Monday through Friday, and improve operations, we’ve added two shift managers. These leaders oversee support operations during their respective shifts, ensuring consistent quality and quick resolution times.

Certification and Formalized Training

Our support team is now 3CX Certified, ensuring they have the deep knowledge to troubleshoot, configure, and optimize 3CX systems. Certification isn’t just a badge of honor—it’s a testament to our commitment to expertise.

Additionally, the launch of our formalized training program has allowed us to standardize excellence. Every team member undergoes rigorous training to stay ahead of industry trends and best practices.

Pre-Sales Support: A New Approach

In 2024, we restructured our pre-sales support and setup processes, moving these responsibilities to the Account Management team. This transition allows us better to align technical expertise with client needs during sales.

We grew the Account Management team to include three account managers plus a dedicated Sales Engineer to support this shift. This enhanced team is now better positioned to assist clients from the initial setup phase to full deployment.

Looking Forward: Continuing Our Commitment

As we close out 2024, we’re proud of our strides to enhance our support services. With a larger, more specialized team and a formalized training program, Voxtelesys is poised to deliver unparalleled support to our clients in the years to come. Contact us Today to learn more.

If you’re a Voxtelesys customer, rest assured—you’re backed by a team that is growing, learning, and innovating daily.

Here’s to a successful year and an even brighter future!

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