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Sr. Technical Support Engineer (ContactCenter)
Intertec Softwares Pvt LtdMumbai, Maharashtra, India28 days ago
Job descriptionEnterprise Windows ADS & Exchange environment including Windows Migrations, DNS / DHCP. MS Platform resilient deployment (Cluster / Load Balance) Server Hardware, RAID, Storage Basics MS SQL Database Knowledge, Basic Level NMS and System Monitoring Knowledge Knowledge of Network and Telephony Protocols (TCP / IP, UDP, HTTP, SMTP) Protocol Analyzer (Ethereal, Sniffer, NetMon) H323, SIP Enterprise Backup / Imaging and Anti-Virus solutions, SQL Maintenance Plans. LAN / WAN / VLAN / VPN Knowledge Server Virtualization Products Previous experience in Field Service or Customer Support is an advantage. Experience in working on any contact center solutions, preferably Genesys.
JOB PURPOSE : Support & Implementation of EngHouse CCSP
RESPONSIBILITIES (INCLUDES ALL TASKS) :
- Working with our customers on providing professional services and technical support;
- Designing and implementing next-generation VoIP-based call center platforms using the CosmoCall Universe product line.
- Independently Conduct / Assist in demos & Proof of Concept of CCU solutions
- Responsible for providing technical support and building on customer relations through timely break-fix and proactive health checks
- Handling technical queries & objections will be a major part of job profile.
- Handling Small projects independently.
- Preparing reports and entering the same in the Helpdesk system, closing the Calls and adhering to Company Policies and Procedures.
- Reporting to TL on daily basis for updating calls situation, escalation requirements, etc.
- Any other reasonable duties that may be required from time to time
MANDATORY
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Technical Support Engineer • Mumbai, Maharashtra, India