Client : OZONTEL
You will be appointed as per your close locations companies In
Mode : Onsite
Duration : 1 Year(If good can make it full time)
About the Role :
You will be the point of contact for Technical Support for clients in the 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:
KRA
● 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.) will be preferred. ● 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. ● Should have a basic/ foundation knowledge in information security standards like ISO27001, HIPAA, PCI-DSS etc. ● Should be aware of Ozonetel Information security framework, policies and standards. ● Follow security hygiene related standards related to desktop/ server / application / database/ network environments.
Profile Requirements Education & Experience :
● ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.
● Minimum of 3 years experience in providing technical support on any contact center solution platform, ideally in the enterprise software/ SaaS industry.
Technical Expertise:
● PBX, IP-PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.)
● LAN, WAN, Networking basics
Who we are: BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and governance....
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