JOB DESCRIPTIONTech Support Engineer - Mumbai, India - Prompt Personnel Pvt ltd
Description
JOBDESCRIPTION
Tech SupportEngineer
AboutOzonetel
Delivering ContactCentre Innovation Since 2007. At Ozonetel we offer securecloud
basedcommunication solutions that provide a better customer experienceat a lower
total costfor contact centres.
Founded in 2007 by anexperienced team of technologists and entrepreneurs and
trusted by 2000customers. Our fullstack customer experience software was built
from ground up toprovide a stateoftheart contact centre suite which enables
business to operatetheir contact centres irrespective of the industry vertical.
We are known fordeveloping and launching the first cloudbased customer
experience platform inthe Indian marketplace. Since then unparalleled customer
support and continuousAI innovationcontinue to set us apart as weve grown to
create aglobal impact.
PurposeDriven Ozonetel offers YOU the opportunity to join the journey of
transforming thelandscape of Contact Centres for Enterprises across the world
firing the economy aswe grow with our customers across the globe.
What s inoffer for you
Be part of anexciting journey of riding the technology wave to power a
connected world
Excellentcollaborative culture that fosters the thought leader in YOU.
Matured start upculture that nurtures Research Innovation and Growth
Mindset
Competitive workenvironment that recognizes and rewards individual
excellence in teammode.
Work space thatbelieves in the total well being of employees with their
individual needs.
Covers yourneeds with our comprehensive benefits package medical
insurance and otherbenefits schemes
Prioritizedwork/life balance with our flexible PTO
A growth companythat can propel your career with commitment.
Together we growexcel and celebrate
Aboutthe Role
Youwill be the point of contact for Technical Support for clients inthe West region. Technical
issues that cannot beresolved at his level are escalated to the respective team. You are
capable oftroubleshooting resolving all types of technical issues meeting theclients
whenevernecessary Analyse the issues along with the customers Take part in
Monthly/Quarterlyreview with the customers Prepare the summary reports PPT and
present to thecustomers & management.
What You ll BeDoing
KRA
Provides answers toclients via phone email & client site visit by identifyingproblems;
researchinganswers; guiding the client through corrective steps
Improves clientreferences by writing and maintaining documentation.
Participates in clienttraining programs by identifying learning issues.
Accommodates clientdisabilities by recommending techniques.
Improves systemperformance by identifying problems; recommending changes.
Ensure customerinquiries are responded to within established timeframes and
customer care &technical support service levels areachieved.
Solve basiccommon customer problems in realtime. If required via remote access
to the client ssystem.
Live Customerinteraction for resolving the productproblems
Datacommunication/networkingtroubleshooting
IdentifyingOzonetel product problems and escalating it to the next level if itis
complex.
Productioncritical issues need to escalate to the nextlevel.
Resolveincidents in a timely manner as perSLAs.
Provideguidance assistance and mentoring support to junior teammembers.
Keep a trackof pending issues at the individual level & share periodicupdates to
customers.
Skills andQualifications:
Knowledge inIP PBX & Contact Center solutions (IVR ACD )
will bepreferred.
ExcellentCommunication in English & Hindi (verbal & written)as well as strong
listening skills.
Must have knowledge ofMicrosoft Windows & Linux Operatingsystems
Goodunderstanding on LAN WAN Networking and telecom products (PRI SIP
trunkILL).
Experienceutilizing debugging tools and lab simulations to analyze problemsand
identifysolutions.
Ability tologically troubleshoot issues to determine the root cause andpresent
suggestedworkarounds and solutions.
Proven callcentre support experience as well as exhibiting professionalclientfacing
skills.
Ability todemonstrate strong analytical and problemsolvingskills.
Feelcustomers pain & advise them with the right solution.
Possesses strongcustomer relation skills.
Expert introubleshooting desktoplevelissues.
Knowledge inVoIP service & WebRTC
Knowledge inthe telecom industry will bepreferred
Ability tohandle multiple priorities.
Perform in aneffective and timely manner all the tasksrequired.
Work as ateam to exceed customer s expectations for technicalsupport.
Exhibit aboveaverage reasoning ability by clearly defining problems analyzingdata
establishing factsand drawing valid conclusions.
RepresentOzonetel in a professionalmanner.
Should have abasic/ foundation knowledge in information security standards like
ISO27001 HIPAA PCIDSSetc.
Should be aware ofOzonetel Information security framework policies and
standards.
Follow security hygienerelated standards related to desktop/ server / application /
database/ networkenvironments.
ProfileRequirements
Education& Experience
ITI/BSc./Diploma/Degree in ComputerScience/ECE/Communication Engineering or
equivalent.
Minimum of 3years experience in providing technical support on any contactcenter
solutionplatform ideally in the enterprise software/ SaaS industry.
TechnicalExpertise
PBX IPPBX& Contact Center solutions (IVR ACD Softphone )
LAN WANNetworking basics
Linux CLI withbasic commands
Telecom products(PRI SIP trunk ILL)
DesiredCharacteristics:
Communicateclearly and efficiently
Have acustomercentric approach to work
Develop anddeliver empathy
Verbal &written communication skills
Should beskilled at strategizing & crisis management
Help the team inachieving the goals
Excellent publicspeaking writing skills
Ability tomultitask and work on several projects often under tight timelineswhile
consistentlydelivering results
PersonalAttributes
Passion for thecustomer: Building relationships and delighting customers is what
you live for. You goabove and beyond to turn customers into raving fans and act as
the voice of thecustomer to improve the customer experience
Pride in being atrusted advisor challenging the status quo with innovative thinking
to ensure everycustomer touch point adds value
Strongcollaborative skills and you leverage every opportunity to promoteyour
programs
Relentless focuson urgency in execution
Comfortable withan everchanging environment that requires you to be agile
PreferredIndustry: Tech/SaaS/ B2Bcompanies with voice background
About You
Experience ofmin 3 Years in technical support
Candidates withexperience in Voice VAS service providers Contact centre solutions
sales and/or CloudTelephony products would be ideal.
lan,ppt,softphone,ivr,ozonetel,ill,kra,pci-dss,ip-pbx,mindset,webrtc,sip,pbx,pri,acd,iso27001,wan,linux,trunk,troubleshooting,hipaa,connectedworld,voip service,monthly/quarterly review,wannetworking,delivering results,lab simulations,securityhygiene,networking basics,telecom industry,customer care,ippbx,customer inquiries,identifying ozonetel,datacommunication,networking troubleshooting,logically troubleshootissues,contact centre innovation,troubleshooting desktop-levelissues,client training programs,continuous ai innovation,providingtechnical support,contact centre solutions,cloud telephonyproducts,call centre support,cloud- based communicationsolutions,voice vas service providers,ozonetel information securityframework,riding the technology wave,microsoft windows &linux,writing and maintaining documentation