JOB DESCRIPTION
Tech Support engineer_Sprinkler Process
Designation: Tech support Lead
Department:Customer Support
Job Type: Full-time
Experience : 1yr
What Youll 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 clients 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 exp