Ozonetel | oneCXi
Website:
ozonetel.com
Job details:
Title: Support Engineer
Location: Mumbai / Bangalore / Gurgaon
Experience: 2-5 Years
CTC: upto 7Lpa (based on the interview performance)
About the Role
You will serve as the primary technical support contact for clients in the North region, resolving issues and escalating complex cases when needed. The role involves troubleshooting, client interaction, issue analysis, and participating in monthly/quarterly reviews. You will also prepare reports, presentations, and provide insights to both clients and management.
Skills and Qualifications:
- Knowledge in IP PBX & Contact Center 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 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 3 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)
Desired Characteristics:
- Communicate clearly and efficiently
- Have a customer-centric approach to work
- Develop and deliver empathy
- Verbal & written communication skills
Click on Apply to know more.
