L1 Technical Support Engineer

Wroots Global; Chennai District; On-site; INR 300,000 - 550,000; Full time

Job summary

Wroots Global in Chennai, Tamil Nadu, seeks a VoIP/Networking Support Specialist to join our customer success team. The role emphasizes technical frontline support with emphasis on clear communication.

Responsibilities include handling inbound calls/chats from EMEA/NAM, assisting with setup/troubleshooting, and coordinating with CRM and knowledge base tools. Strong English skills and basic networking/VoIP knowledge are required.

Qualifications

• Prior contact center experience with EMEA/NAM coverage.
• Excellent written and verbal English communication.
• Basic knowledge of VoIP setup and networking.
• Experience with Windows and macOS.

Skills

Contact center experience

English communication

VoIP basics

Networking basics

Windows & macOS

Tools

Salesforce Service Cloud

CRM systems

Knowledge Base systems

Customer Portals

Job description

Job Description L1

Mandatory Requirements

• Prior contact center experience - EMEA/NAM (handling inbound calls/chats).
• Excellent written and verbal communication skills in English.
• Basic knowledge of VoIP Setup, Basic Networking knowledge, basic experience in Windows and macOS.

Technical Knowledge Requirements

• Moderate understanding of networking fundamentals, including:
  • Packet Switching
  • VoIP protocols (H323, SIP, RTP)
  • OSI Model
  • MAC Addressing and Subnetting
  • TCP/IP, DNS
  • Networking tools such as Ping/Traceroute, DHCP, Telnet, Basic Routing Concepts
• Good understanding of VoIP technologies, networking, and telecommunications.
• Clear knowledge of how VoIP calls are connected and terminated.
• Understanding the role of SIP in VoIP call setup and management.

Additional Competencies

• Basic knowledge of SaaS products.
• Experience conducting screen-sharing sessions to assist customers with setup and troubleshooting.
• Familiarity with Salesforce Service Cloud (or similar CRM systems), Knowledge Base systems, and Customer Portals for case management.
• Certifications in CCNA/CCNP are an added advantage.