Designation: Senior/Lead-Tech Support Engineer
Job Type:Full-time
Experience: 4+ years
Location: Delhi and Mumbai
About the Role
You will be the point of contact for Technical Support for clients in the North/West 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
- 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.
- Degree in Computer Science/ECE/Communication Engineering or equivalent.
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
- 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)
