Technical Support Executive

Job Title: Technical support

Experience: 1+ year

Location: Sector 44 Gurgaon

Process: International Voice

Shift Timing: UK Shift (12pm to 9pm, 1pm to 10pm, 2pm to 11pm)

Working Days: 5 days

Job Type: Full-time

No. of Round: Online Test Gorilla assessment followed by virtual round

Job Summary :

The Cloud Support T1 Engineer is a key point of contact for our converged customers with cloud-based IP telephony solutions. The Cloud Support Engineer is responsible for undertaking technical change requests, troubleshooting and resolving simpe to medium complexity technical issues. The Cloud Support Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required

Key Responsibility:

• Monitor incidents to ensure that the appropriate action is being taken to meet SLA
• Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information
• Contact third party suppliers to log support calls, get updates on open support calls or request technical support
• Use technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues
• Use technical skills to carry out updates and changes requested by our customers on our cloud voice platforms
• Assist in internal and external customer report generation
• Assist with ad hoc tasks relating to implementation projects, support projects or support administration
• Regularly update open tickets in our incident management platform with up to date and clear information
• Update customer specific documentation where required
• Any other duties as required by the line manager commensurate with the position

Required Skills:

• Experience working in a relevant technical role (desirable)
• Working knowledge of cloud based telephony solutions
• Knowledge of basic fixed and connectivity products such as PSTN lines/ISDN/ADSL/FTTC/DIA
• Knowledge of IP Protocols, Networking including LAN, WAN, switches and routes and SIP
• Excellent communication skills with effective organisational skills is a must
• Strong IT skills, Excellent problem solving and analytical skills
• Outstanding attention to detail and accuracy
• Logical and structured approach to work
• A positive “can-do” attitude
• Customer focused and passionate about service
• Strong decision-making skills
• Able to work with minimum supervision and maintain high level of motivation and productivity
• Able to manage workload and prioritise based on business requirements while under pressure.
• Able to communicate technical issues and resolutions to people of varying technical levels.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person