Roles and Responsibilities
Deliver service and support to end-users by handling and resolving customer complaints.
Performs configuration; deployment; testing; maintenance; monitoring and trouble-shooting
Perform software product installation and document installation configurations in checklists and diagrams
Efficient dealing of complaints to completion and enabling satisfaction of customer.
Interact with customers to provide information in response to queries, concerns,
and requests about products and services.
Identify and escalate priority issues as per client specifications.
Documenting all calls accurately with regards to Customer queries.
Provides answers to clients by identifying problems & guiding them through
Improves system performance by identifying problems, recommending changes.
Obtain and evaluate all relevant information to handle product and service inquiries.
Direct requests and unresolved issues to the designated resource.
Communicate and coordinate with internal departments.
Prioritizing and managing multiple open cases at a time.
Monitor the system until the project is completely tested, all systems configured and monitored for stability at least for 24 hours during the day and night
Demonstrate good knowledge of Linux commands, technical log files reading and assessing system problems.
Prepare installation plans along with engineering team.
Prepare troubleshooting plans and ensure satisfactory customer experience.
Must follow-up on all outstanding installation issues until re-solution
Skills & Qualification
Minimum 6 months of technical/ Semi technical experience of dealing with the US customers.
Should have good experience in US calling process.
Adaptability and willingness to lean new tools and applications.
Excellent communication, logical ability and convincing skills.
Should be able to communicate and understand the American Accent.
Self-Driven & Proactive.
Should be comfortable for US Shifts.
Min Experience – 2 years
Good communication skills
Good logical ability and ability to handle ambiguity.
Adaptable and quick learner
Candidate should be comfortable to work in night/US shifts.
Team player - Ability to work well in a team.
Team Orientation- Seeks and accepts advice, suggestions and constructive criticism from other team members to achieve team goals; Informs team members of activities.
Good Problem-Solving skills - Any project, any situation, and the person should try to solve problems at various levels.
Willingness to work in different time zones and odd times.
Time Management - Organizes own workload to achieve maximum productivity and completes work in a timely and professional manner.
Configuring the system based on needs
Role:Technical Support Engineer
Salary: 2,50,000 - 3,50,000 P.A.
Employment Type:Full Time, Permanent
UG:Any Graduate in Any Specialization
PG:Any Postgraduate in Any Specialization
Doctorate:Doctorate Not Required
NOVELVOX SOFTWARES INDIA PRIVATE LIMITED
NovelVox being a Cisco Preferred Solution Partner is a leading software product company operating in the Contact Center Industry.