Support Specialist

Job Title: Support Specialist

Experience: 2-5 years

Location: Sri Lanka

Eligibility: Open to candidates residing in Sri Lanka only

About Tetherfi:

At Tetherfi, we create intelligent solutions that drives business and increase productivity. We combine industry expertise, technological capabilities and human-centred approach to help businesses evolve from thinking digital to being digital.

The Right Individual:

The ideal candidate will be expected to provide technical support to organizations by managing, maintaining, and troubleshooting their IT systems.

Support Specialist

To be successful in this role, you should be an excellent communicator whos able to earn our clients trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Required Functional Skills:

• Must have prior experience in supporting CTI or IVR or PBX or any Agent Desktop Application.
• Must have worked at Customer Site handling day-day production issues in a Contact Center environment.
• Candidate should have realization on designing and troubleshooting routing workflows and CTI integrations.
• Experience in application support using Tomcat and with knowledge on IIS, windows services, event viewer.
• Must have Knowledge of analysing application logs, preparing and executing SQL queries, error logs and event viewer logs.

Roles & Responsibilities:

• Candidate will be part of our Support team liaising with Product developers to support Tetherfi Products deployed at customer sites across the globe.
• Will work along with the Support Lead, take up support tickets assigned, probe the issue and give possible resolution within the Turn Around Time.
• Candidates will be trained in Tetherfis products to give end to end resolutions on usual technical issues raised.
• Candidates will be receiving, prioritizing, documenting and actively resolving issues that arises out of our products in any contact center production environment.
• Job profile involves travel to Customer Site across the globe on need basis to perform any support related activities on Tetherfi Products.
• Must perform technical troubleshooting on our products implemented at customer site by taking a remote session (or) by coordinating with onsite engineer.
• May have to extend regular work timings and work on various time zones while working on Support tasks assigned.
• Will report to the Support Lead and will be part of INDIA Delivery Center.
• Will be given opportunity to scale up to the level of Account SPOC for Tetherfi accounts globally.
• Open to travel onsite based on customer/business needs
• Should be able to take ownership of weekly meetings, updated resolutions in tool, prepare FAQ, give KT sessions

Required Professional & Interpersonal Qualities:

• Any Graduate / BE / BTech /MCA.
• Exceptional ability to build and manage relationships and expectations with stakeholders, supporting organizations, and peers.
• Excellent communication, management, negotiation, and organization skills with the ability to communicate at executive levels of the organization.
• Working according to target market time zone a must. Excellent verbal, written and effective communication skills.
• Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment.
• Effective time-management, organizational and prioritization skills.
• Strong sense of responsibility, accountability and passion about quality of work, desire to learn and take ownership.
• Prioritize and juggle between multiple tasks based on business needs.
• Must bring structure to ambiguous / open ended challenging assignments.

Good to have:

• Prior experience in AVAYA Gateways with hands on configuration in creating VDN, Vector announcements, Dial plan, Route pattern, Trunk configuration, signalling configurations, SIP configurations is good to have.
• Excellent Customer handling Skills, Engineers worked as in-house engineers/site engineers supporting any application-based Contact center products at customer sites like Bank, Telco are preferred.
• Good Understanding about Contact Center & Telephony concepts with any of the major platforms like AVAYA, GENESYS, CISCO, ASPECT, etc., will be added advantage.
• Thorough understanding of Contact Center & Unified Communication Support Process.