Technical Support Lead

Voizworks

JOB DESCRIPTION

Tech Support engineer_Sprinkler Process

Designation: Tech support Lead

Department:Customer Support

Job Type: Full-time

Experience : 1yr

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 exp

• Experience

  1 - 7 Years

• No. of Openings

  10

• Education

  Diploma, Any Bachelor Degree

• Role

  Tech Support Engineer

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office