Voip Engineer

We are hiring for VOIP Network Engineer Role,

Location: Chennai – Ambattur

Shift: Flexible with Shifts

Job Responsibilities:

• Troubleshoot all Level 1/2/3 calls from the customers.
• Focus on customer satisfaction. Manage backlog efficiently.
• Document all communication with customer in the CRM.
• Notify/Discuss with Sr.TAC/TL on SR's that require assistance.
• Timely handoff (escalation) of cases to Sr.TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base / create KCS article for all valid solutions.
• Understand the SLA’s and client requirements on quality of delivery.
• Update new SRs and status of current SRs in DBR module every day.
• Review all SRs every day at the beginning of the shift and update the relevant SRs.
• Review all ‘Observation Sheet’ type SRs and follow up every week.
• Attend monthly Team meetings.
• Attend weekly SSQA coaching sessions & work on suggested improvements.
• Attend/Conduct KSS & product training as per nominations.
• Ownership issues must be avoided during SR handling.
• As a node member, maintain lab properly and contribute during lab audits.