VOIP Support Engineer

Job Summary :

We are seeking a dedicated and customer-focused L2 Support Engineer to join our team. As an L2 Support Engineer, you are the direct point of contact for our clients, providing technical assistance and support for incoming queries and issues related to our custom build VOIP application on Android , IOS , MAC & windows. Your primary goal will be to ensure client satisfaction by efficiently resolving their technical problems.

Key Responsibilities :

• Excellent communication skills and a strong understanding of client relationship management.
• Respond to customer queries via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot basic technical issues related to software, hardware, and network.
• Escalate complex issues to L3 / L4 support teams when necessary, providing detailed information and context.
• Track and document all support interactions and resolutions in the ticketing system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide accurate information on IT products or services.
• Identify and suggest possible improvements on procedures.
• Follow up with customers to ensure their technical issues are resolved.
• Maintain a high level of customer satisfaction through excellent service.
• Participate in training sessions to stay updated on product knowledge and industry trends.

Qualifications :

Preferred Qualifications :

Package : Max 15LPA

Don't Apply - if you don't have minimum 3 years of working experience in Linux & SIP with VOIP Support role experience.

Good to have : If you have worked with VOIP Product Support role.