Job Description

Tech Support Engineer

Skills and Qualifications

• Knowledge in IP PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.)
• 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

Profile Requirements

Education & Experience

• ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent
• Minimum of 2 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
• Linux – CLI with basic commands
• Telecom products (PRI, SIP trunk, ILL)
• Asterisk experienced candidates are preferable

Desired Characteristics

• Communicate clearly and efficiently
• Have a customer-centric approach to work
• Develop and deliver empathy
• Verbal & written communication skills
• Should be skilled at strategizing & crisis management
• Help the team in achieving the goals
• Excellent public speaking, writing skills
• Ability to multi-task and work on several projects, often under tight timelines, while consistently delivering results