Customer Support Engineer

Role Overview: You are a Customer Support Engineer at Callifony, a leading business communication platform. Your primary role is to provide technical support to clients, troubleshoot and resolve technical issues, and escalate complex problems to the appropriate team. You will work collaboratively with multiple talented teams to ensure swift resolution of trouble tickets and enhance system performance. Key Responsibilities: - Provide solutions to clients via phone, email, and chat by identifying problems, researching answers, and guiding clients through corrective steps. - Participate in client demo training sessions by identifying and addressing learning issues. - Enhance system performance by identifying problems and recommending necessary changes. - Ensure customer inquiries are responded to within established timeframes, achieving customer care and technical support service levels. - Address basic common customer problems in real-time, including remote access to client systems if required. - Engage in live customer interactions to resolve product-related issues. - Identify product problems and escalate them to the next level if they are complex. - Escalate production-critical issues to the next level promptly. - Resolve incidents promptly according to Service Level Agreements (SLAs). - Provide guidance, assistance, and mentoring support to junior team members. - Keep track of pending issues at the individual level and share periodic updates with customers. Qualifications Required: - Proficient in English with strong verbal and written communication skills. - Possesses exceptional listening abilities. - Proven experience with debugging tools and lab simulations for problem analysis and solution identification. - Adept at logical troubleshooting to identify root causes and propose effective solutions and workarounds. - Strong analytical and problem-solving capabilities. - Background in the telecom industry is an advantage. - Competent in managing multiple tasks simultaneously and completing them efficiently and promptly. - Collaborative team player focused on exceeding customer expectations in technical support. - Excellent reasoning skills, adept at problem definition, data analysis, and drawing conclusions. Additional Details: Company: Callifony Department: Engineering Job Type: Full Time Job Location: Pune Experience: 3-4 Yrs,