JOB DESCRIPTIONTech Support Engineer

JOB DESCRIPTION

Tech Support Engineer

About Ozonetel

Delivering Contact Centre Innovation Since 2007. At Ozonetel we offer secure cloud

based communication solutions that provide a better customer experience at a lower

total cost for contact centres.

Founded in 2007 by an experienced team of technologists and entrepreneurs and

trusted by 2000 customers. Our fullstack customer experience software was built

from ground up to provide a stateoftheart contact centre suite which enables

business to operate their contact centres irrespective of the industry vertical.

We are known for developing and launching the first cloudbased customer

experience platform in the Indian marketplace. Since then unparalleled customer

support and continuous AI innovation continue to set us apart as we ve grown to

create a global impact.

Purpose Driven Ozonetel offers YOU the opportunity to join the journey of

transforming the landscape of Contact Centres for Enterprises across the world

firing the economy as we grow with our customers across the globe.

What s in offer for you

Be part of an exciting journey of riding the technology wave to power a

connected world!

Excellent collaborative culture that fosters the thought leader in YOU.

Matured start up culture that nurtures Research Innovation and Growth

Mindset

Competitive work environment that recognizes and rewards individual

excellence in team mode.

Work space that believes in the total well being of employees with their

individual needs.

Covers your needs with our comprehensive benefits package medical

insurance and other benefits schemes

Prioritized work/life balance with our flexible PTO

A growth company that can propel your career with commitment.

Together we grow excel and celebrate!

About the Role

You will be the point of contact for Technical Support for clients in the West region. Technical

issues that cannot be resolved at his level are escalated to the respective team. You are

capable of troubleshooting resolving all types of technical issues meeting the clients

whenever necessary Analyse the issues along with the customers Take part in

Monthly/Quarterly review with the customers Prepare the summary reports PPT and

present to the customers & management.

What You ll Be Doing

KRA

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.

Accommodates client disabilities by recommending techniques.

Improves system performance by identifying problems; recommending changes.

Ensure customer inquiries are responded to within established timeframes and

customer care & technical support service levels are achieved.

Solve basic common customer problems in realtime. If required via remote access

to the client s system.

Live Customer interaction for resolving the 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 escalate to the next level.

Resolve incidents in a timely manner as per SLAs.

Provide guidance assistance and mentoring support to junior team members.

Keep a track of pending issues at the individual level & share periodic updates to

customers.

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 clientfacing

skills.

Ability to demonstrate strong analytical and problemsolving skills.

Feel customers pain & advise them with the right solution.

Possesses strong customer relation skills.

Expert in troubleshooting desktoplevel 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.

Should have a basic/ foundation knowledge in information security standards like

ISO27001 HIPAA PCIDSS etc.

Should be aware of Ozonetel Information security framework policies and

standards.

Follow security hygiene related standards related to desktop/ server / application /

database/ network environments.

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 IPPBX & 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 customercentric 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 multitask and work on several projects often under tight timelines while

consistently delivering results

Personal Attributes

Passion for the customer: Building relationships and delighting customers is what

you live for. You go above and beyond to turn customers into raving fans and act as

the voice of the customer to improve the customer experience

Pride in being a trusted advisor challenging the status quo with innovative thinking

to ensure every customer touch point adds value

Strong collaborative skills and you leverage every opportunity to promote your

programs

Relentless focus on urgency in execution

Comfortable with an everchanging environment that requires you to be agile

Preferred Industry: Tech/SaaS/ B2B companies with voice background

About You

Experience of min 3 Years in technical support

Candidates with experience in Voice VAS service providers Contact centre solutions

sales and/or Cloud Telephony products would be ideal.