AddressJob 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 full-stack customer experience software was built
from ground up to provide a state-of-the-art 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 cloud-based 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 real-time. 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 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.
Should have a basic/ foundation knowledge in information security standards like
ISO27001, HIPAA, PCI-DSS 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, 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
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
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 ever-changing 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.
Skills: lan,ppt,softphone,ivr,ozonetel,ill,kra,pci-dss,ip-pbx,mindset,webrtc,sip,pbx,pri,acd,iso27001,wan,linux,trunk,troubleshooting,hipaa,connected world,voip service,monthly/quarterly review,wan networking,delivering results,lab simulations,security hygiene,networking basics,telecom industry,customer care,ip pbx,customer inquiries,identifying ozonetel,data communication,networking troubleshooting,logically troubleshoot issues,contact centre innovation,troubleshooting desktop-level issues,client training programs,continuous ai innovation,providing technical support,contact centre solutions,cloud telephony products,call centre support,cloud- based communication solutions,voice vas service providers,ozonetel information security framework,riding the technology wave,microsoft windows & linux,writing and maintaining documentation
Skills: Webrtc, information security standards , ACD, Wan, Analytical, Ivr, Ip Pbx, softphone , Debugging Tools, Microsoft Windows, Networking Troubleshooting, Linux, Lan
Experience: 3.00-5.00 Years
