Interface with international customers.
Provide remote Technical support on implementation of technology using various networking products & applications and resolve product related issues through research and troubleshooting.
To troubleshoot every case (including backlog) assigned and drive towards positive resolution thereby to achieve customer satisfaction.
Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment.
Evaluate the scope for timely escalation and ensure that customer problems are addressed as per the priority.
Document all communication with the customer.
Desired Profile:
Engineer Primary Responsibilities and Duties
Troubleshoot all Level 2 Calls from customers.
Ensure consistent customer satisfaction.
Document all communication with customers in the CRM.
Notify/Discuss with TL/Manager on tickets that require assistance.
Timely handoff ( escalation) of cases that require technical escalation to L3 TAC.
Plan and constantly work on upgrading tech and product expertise.
Contribute to the knowledge base/ Tech Forum
Technical & Customer Service Support
Experience with MS Server 2003 or 2008.
Excellent written and oral communication skills in English.
1 - 2 years customer service experience.
Extremely customer focused with high level of empathy and other soft skills.
A working knowledge of VoIP, related protocols, and standards preferred.
3 - 5 years (min 3 yrs) experience/knowledge of Data Networking.
Knowledge, understanding, and practical application of technologies, protocols, and related
standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN, and IP
routers.
5 or more years experience and knowledge of Telephony protocols and interfaces, T1, E1,
PRI, QSIG, and analog trunking.
A complete understanding of the technologies and protocols that are required to deploy
and manage a distributed architecture, e.g., numerous devices connected across an IP
network.
Experience/knowledge of the Contact Center environment, including call flow, CTI
integration, Reporting and Work Force Management.
A complete understanding of current telephony applications and the vendors that supply
the applications including Collaboration and Conferencing, ACD, IVR, and CTI, IM .
Knowledge, understanding, and practical application of basic computer systems including
disk management, file systems, memory management and related concepts.
Bachelors degree or related experience is required. Microsoft MCSE and/or CISCO
certifications are considered a plus.
Salary: INR 3,00,000 - 8,00,000 P.A
Industry: Telcom / ISP
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Keyskills: IT- Hardware / Technical Support/ Telecom Engineering, telecom, telecom specialist, telecom engineer, voip, epabx, pbx, sip
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