Technical Support Engineer

About the Role

• Point of contact for Technical Support for clients in the Delhi, Mumbai & Hyderabad region.
• Escalate technical issues that cannot be resolved at this level to the respective team.
• Capable of troubleshooting and resolving all types of technical issues.
• Meet clients whenever necessary.
• Analyze issues with customers.
• Participate in monthly/quarterly reviews with customers.
• Prepare summaries, reports, and PPT presentations for customers & management.

Key Responsibilities

• Provide answers to clients via phone, email & client site visit by identifying problems, researching answers, and guiding the client through corrective steps.
• Improve client references by writing and maintaining documentation.
• Participate in client training programs by identifying learning issues.
• Solve basic common customer problems in real-time, via remote access to the client’s system if required.
• Live customer interaction for resolving product problems.
• Data communication/networking troubleshooting.
• Identify Ozonetel product problems and escalate them to the next level if complex.
• Escalate production-critical issues to the next level.
• Resolve incidents in a timely manner as per SLAs.
• Track pending issues at the individual level and share periodic updates with customers.

Requirements & Tech Stack

• Knowledge of IP PBX & Contact Centre solutions (IVR, ACD, Softphone, WebRTC).
• Excellent communication in English & Hindi (verbal & written).
• Strong listening skills.
• Knowledge of Microsoft Windows & Linux operating systems.
• Good understanding of 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.
• VoIP service & WebRTC knowledge.
• Ability to handle multiple priorities.
• Perform all required tasks in an effective and timely manner.
• Work as a team to exceed customers’ 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.

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.
• Proven call centre support experience.
• Exhibit professional client-facing skills.
• Ability to demonstrate strong analytical and problem-solving skills.
• Expert in troubleshooting desktop-level issues.
• Knowledge in the telecom industry will be preferred.