Tech Support Engineer (Chennai)

Designation :

Department :

Job Type :

Experience

Location :

What You’ll Be Doing

●     Provides answers to clients via phone, email & client site visit by identifying problems; researching answers; guiding the client through corrective steps

●     Improves client references by writing and maintaining documentation.

●     Participates in client training programs by identifying learning issues.

●     Accommodates client disabilities by recommending techniques.

●     Improves system performance by identifying problems; recommending changes.

●     Ensure customer inquiries are responded to within established timeframes and customer care & technical support service levels are achieved.

●     Solve basic common customer problems in real-time. If required via remote access to the client’s system.

●     Live Customer interaction for resolving the product problems

●     Data communication/networking troubleshooting

●     Identifying Ozonetel product problems and escalating it to the next level if it is complex.

●     Production critical issues need to escalate to the next level.

●     Resolve incidents in a timely manner as per SLAs.

●     Provide guidance, assistance, and mentoring support to junior team members.

●     Keep a track of pending issues at the individual level & share periodic updates to customers.

Skills and Qualifications:

●     Knowledge in IP PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.).

●     Excellent Communication in English & Hindi (verbal & written) as well as strong listening skills.

●     Must have knowledge of Microsoft Windows & Linux Operating systems

●     Good understanding on LAN, WAN Networking, and telecom products (PRI, SIP trunk, ILL).

●     Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.

●     Ability to logically troubleshoot issues to determine the root cause and present suggested workarounds and solutions.

●     Proven call centre support experience as well as exhibiting professional client-facing skills.

●     Ability to demonstrate strong analytical and problem-solving skills.

●     Feel customer's pain & advise them with the right solution.

●     Possesses strong customer relation skills.

●     Expert in troubleshooting desktop-level issues.

●     Knowledge in VoIP service & WebRTC

●     Knowledge in the telecom industry will be preferred

●     Ability to handle multiple priorities.

●     Perform in an effective and timely manner all the tasks required.

●     Work as a team to exceed customer’s expectations for technical support.

●     Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions.

●     Represent Ozonetel in a professional manner.

Education & Experience

●       ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.

●       Minimum of 2+ years experience in providing technical support on any contact center solution platform, ideally in the enterprise software/ SaaS industry.

Technical Expertise

●       PBX, IP-PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.)

●       LAN, WAN, Networking basics

●       Linux - CLI with basic commands

●       Telecom products (PRI, SIP trunk, ILL)

●       Asterisk experienced candidates are preferable

Desired Characteristics:

●       Communicate clearly and efficiently

●       Have a customer-centric approach to work

●       Develop and deliver empathy

●       Verbal & written communication skills

●       Should be skilled at strategizing & crisis management

●       Help the team in achieving the goals

●       Excellent public speaking, writing skills

●      Ability to multi-task and work on several projects, often under tight timelines, while consistently delivering results

 ●       Candidates with experience in Voice VAS service providers, Contact centre solutions sales and/or Cloud Telephony products would be ideal.

Preferred Industry