Roles & Responsibilities
- Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software
- Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
- Serves as company liaison with customer on administrative and technical matters for assigned cases.
- Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
- This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking.
- This job provides customer support. If employee is primarily responsible for supporting applications/systems engineering.
- Manage post implementation support issues (fault call tickets)
- Participate in regular operations review meetings, including operational issues, tickets review etc.
- Conduct internal training as part of knowledge sharing.
- Provide Level 1/2 operations support for Voice and network infrastructure.
- Perform changes to the network in-line with the organization’s Change Management processes.
- Ensure compliance to policies, processes, and standards, both internal and clients’ organization
- Education & Certification
- Degree or Diploma in Computer Engineer, Computer Science, Information Technology, or related field Contact Center related certification
Requirement:
- Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s).
- Taking ownership and accountability of the issue list.
- Work / troubleshoot with vendors, principals, and colleagues on resolving the issue.
- Good troubleshooting and logical skill.
- Good documentation skills.
- Experience in raising and closure of ITSM.
- ITIL knowledge and experience is preferred.
- Understand Phones systems and Contact Center terminology is required.
- Team player, but also able to work independently when required.
- Interested to learn and pickup new skills.
- In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols.
- Strong Knowledge of voice recording (NICE/ Verint), Contact Center, network routing &switching technologies, and protocols.
- Willing to work in extended hours and on duty.
- Analytical and possess good troubleshooting skills.
- Willing to work hard and eager to learn about new technologies.
- Polite and able to communicate well to the clients, client oriented.
- Hands on experience in the following products will be highly advantageous: CCNA, CCNP and CCIE (Voice)
