Technical Support Engineer

Ozonetel|oneCXi; Hyderabad; On-site; INR 400,000 - 650,000; Full time

Job summary

Ozonetel in India is seeking a Technical Support executive to act as the primary contact for clients across Delhi, Mumbai and Hyderabad, handling remote troubleshooting and on-site visits when needed.

You will analyze issues with customers, prepare summaries and reports, participate in reviews, and escalate complex problems to the appropriate teams while ensuring timely incident resolution and adherence to SLAs.

Qualifications

• ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.
• Experience in Voice VAS service providers, Contact centre solutions sales, or Cloud Telephony products would be ideal.

Responsibilities

• 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.
• Solve basic common customer problems in real-time. If required, via remote access to the client's system.
• Live Customer interaction for resolving 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 be escalated to the next level.
• Resolve incidents in a timely manner as per SLAs.
• Keep track of pending issues at the individual level & share periodic updates to customers.

Skills

IP PBX

IVR

ACD

Softphone

WebRTC

English

Hindi

Windows

Linux

Networking

VoIP

Troubleshooting

Education

ITI/BSc./Diploma/Degree in CS/EC/CE or equivalent

Job description

You will be the point of contact for Technical Support for clients in the Delhi, Mumbai & Hyderabad region. Technical issues that cannot be resolved at his level are escalated to the respective team. You are capable of troubleshooting and resolving all types of technical issues, meeting the clients whenever necessary, analysing the issues along with the customers, taking part in Monthly/Quarterly review with the customers, preparing the summary, reports, PPT and presenting to the customers & management.

Responsibilities

• 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.
• Solve basic common customer problems in real-time. If required, via remote access to the client's system.
• Live Customer interaction for resolving 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 be escalated to the next level.
• Resolve incidents in a timely manner as per SLAs.
• Keep track of pending issues at the individual level & share periodic updates to customers.

Qualifications

• ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.
• Candidates with experience in Voice VAS service providers, Contact centre solutions sales and/or Cloud Telephony products would be ideal.

Required Skills

• Knowledge of IP PBX & Contact Centre 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 of LAN, WAN Networking, and telecom products (PRI, SIP trunk, ILL).
• Experience utilising debugging tools and lab simulations to analyse 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.
• 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 customers' expectations for technical support.
• Exhibit above-average reasoning ability by clearly defining problems, analysing data, establishing facts, and drawing valid conclusions.
• Represent Ozonetel in a professional manner.