Title – Tech Support-Lead Location – Hyderabad (US Shift)
Job Description
About the Role
You will be the point of contact for Technical Support for clients in the International region. Technical issues that cannot be resolved at his level are escalated to the respective team. You are capable of troubleshooting, resolving all types of technical issues, meeting the clients whenever necessary, Analyse the issues along with the customers, Take part in Monthly/Quarterly review with the customers, Prepare the summary, reports, PPT and present to the customers & management
What You’ll Be Doing
KRA
Provides answers to clients via phone, email 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 CCaaS, 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.
PROFILE REQUIREMENTS
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
PERSONAL ATTRIBUTES
Passion for the customer: Building relationships and delighting customers is what you live for. You go above and beyond to turn customers into raving fans and act as the voice of the customer to improve the customer experience
Pride in being a trusted advisor, challenging the status quo with innovative thinking to ensure every customer touch point adds value
Strong collaborative skills and you leverage every opportunity to promote your programs
Relentless focus on urgency in execution
Comfortable with an ever-changing environment that requires you to be agile
ABOUT YOU
Experience of 6-9 Years in technical support
Candidates with experience in Voice VAS service providers, Contact center solutions sales and/or Cloud Telephony products would be ideal.
Preferred Industry: Tech/SaaS/ B2B companies with voice background
Salary & Compensation: Competitive Package + Performance Incentives + mobile allowance + travel + other benefits (as per industry norms)
