Technical Support Specialist

Movate Technologies; Chennai; On-site; INR 400,000 - 600,000; Full time

Job summary

Movate Technologies is seeking a Technical Support Specialist to be the frontline agent handling customer inquiries, triaging issues, and coordinating resolutions in a call center setting. You will document issues, perform MACD tasks, and support administration, break/fix, and billing related requests.

The role requires basic SIP/TCP-IP knowledge, network troubleshooting skills, and strong communication. You will work in a dynamic team, handling ticketing systems, and ensuring high levels of

Qualifications

• Basic experience with SIP, TCP/IP and similar multimedia technologies and protocols.
• Networking troubleshooting across LAN/WAN, routers and switches.
• Knowledge of telecom and SaaS industry sectors is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a team and also independently with accountability for deliverables.
• Strong analytical, problem solving, and interpersonal skills.
• Ability to multitask, work under pressure, and meet deadlines.
• Document issues, status updates, and resolutions clearly.
• Customer-focused and service-oriented.
• Quick to learn in a dynamic environment.

Responsibilities

• Communicate clearly with customers and teammates via phone and email.
• Meet call center metrics in a high-volume environment.
• Document customer issues, troubleshooting steps, and resolutions.
• Process Move/Add/Change/Delete requests and other changes.
• Set up call flows as requested and document in cases.
• Escalate issues when needed and track progress to resolution.
• Follow established processes for triage and escalation.

Skills

SIP/TCP-IP basics

Network troubleshooting

Telecom/SaaS familiarity

Strong communication

Teamwork and independence

Analytical and problem solving

Multitasking under pressure

Documentation and status updates

Customer service orientation

Fast learner

Tools

Ticketing systems

Troubleshooting tools

Monitoring applications

Job description

Technical Support Specialist

Job Title- Frontline agent

The primary work activity for the Technical Support Representatives (TSRs) includes, but is not limited to:

a) Logging initial report or inquiry detail fromCustomer

b)Initial issue triage and information gathering

c) Completing MACD (move, add, change and delete) tasks

d)Isolation testing to identify the root cause of the trouble

e) Initiating trouble resolution process management

(i.e. resolution or escalation of support issues submitted to)

f) Inbox monitoring (Triage) per mutually agreed upon processes

Will deliver these services inclusive of ticketing systems, troubleshooting tools, and monitoring applications. Services consist of two main work categories: (a) administrative support tasks and (b) break/fix support tasks. Services falling into either of these categories may be escalated to Level 3 team on an as needed basis per established and approved processes.

Scope of Services

Platform Administration

• Call flow modifications
• Number assignment
• Device assignment/configurations
• User configuration
• Group service configurations
• Password resets
• Call routing / Schedule adjustments
• Music on Hold /Announcement assignment
• Incoming/Outgoing call restrictions
• Feature configurations
• Other functionality changes as required

Service Support

• Device setting adjustments
• IP address whitelisting
• Devicerebuild/reset
• Service Testing
• Endpoint troubleshooting
• SOHO (Small Office/Home Office) network recommendations
• Call quality data gathering

Application Support

• FaxMail
• Voicemail portal
• Webex
• SMTT(visual voicemail)
• Counterpath/Softphone
• MobileLink
• Call center
• Receptionist
• CTI (Call Recording)

Service Disruption Support

• Appending tickets to master
• Offering routing adjustments
• Customer call backs
• Collect trending data
• Direct callers to trust site

Account Administration

• Authorize contact add/remove
• Gather data on billing inquiries
• Collect Letter of Agency (LOA) information for porting of Customer telephone numbers
• Provide contact pathway for cancellations

General Service Questions and User Assistance

• Enterprise Portal Walkthrough
• Device/Service functionality assistance
• CSA/SMB contact information
• Ticket triage and escalation
• Ticket status updates

Review and strategize Billingrelated inquiries

Resolve Billing issues

Job Profile:Technical Support Agent

Why this role matters

Technical Support Agents work directly with customers to diagnose, troubleshoot, and repair end user system access, device issues, and first level troubleshooting steps in a call center environment. TheTechnical Support Agent works to gather all details of the request to eliminatefollow upengagement for added information. We are part of the team ensuring that customers get the functionality and reliability they expect and demand. The Technical Support Agent provides Customer Care support to a broad range of clients and/or multiple product areas.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW.

What you will do

• Communicating clearly, consistently, and professionally with customers and teammates via phone and email
• Meet metric goals in a high volume inbound/outbound call center environment
• Document customer issues, troubleshooting status updates, and resolution summaries.
• Process Move Add Change Delete requests and other billable changes
• Setup call flow as desired by customer and ensure documentation within Case
• Raise awareness to leadership of large-scale impairments as inbound customer engagement may dictate.
• Follow up with customers to ensure ongoing high levels of satisfaction and meeting SLOs.
• Follow processes as outlined in IKBs
• Follow all guidelines and procedures as outlined in theCall Center environment
• Understand complex call flows for customers
• Handle a variety of issues dealing with various platforms, operating systems, applications, inbound / outbound calling, caller ID, calling features, etc.

What you will bring

• Basic experience with SIP, TCP/IP and similar multimedia technologies and protocols.
• Basic knowledge and experience with network troubleshooting including LAN/WAN, Routers, Switches, TCP/IP.
• Basic understanding of the telecommunications service provider and SaaS industry sectors.
• Strong organizational and interpersonal skills
• Work effectively in a team environment, as well as independently. Be accountable to deliverables and timelines.
• Learn quickly in a dynamic environment
• Excellent communication skills, including writing, speaking, and listening.
• Strong analytical, problem solving and interpersonal skills.
• Ability to:
• Multitask, work under pressure, and meet tight deadlines.
• Quickly respond to customer inquiries, requests and issues.
• Communicate technical, process, and business information in language easily understood by diverse audiences.
• Investigate, troubleshoot, diagnose and resolve technical issues related to thesuite.
• Demonstrate ability to adapt quickly to changing priorities in a dynamic troubleshooting environment.

Preferred but not required for application

• 1-3 years of experience troubleshooting within an IP environment, including VoIP
• Prior experience (1+ years) in progressive skill development technical support roles.