Customer Support Engineer, L1
As a Level 1 Customer Support Engineer you will be responsible for providing a service that meets or exceeds customer expectations regarding technical support. It is the responsibility of the Level 1 Customer Support Engineer to build client relationships through positive customer care. This is manifested by providing a customer-centric approach to this role. This role involves customer assistance, issue diagnosis and resolution, meticulous documentation, proactive communication, and efficient escalation management. Strong customer focus and effective communication skills are crucial for success in this role.
This is a in house role from our Pune office reporting to the Team Lead, Customer Support.
Responsibilities:
- Provide level 1 support to customers, while resolving basic problems.
- Intense work with internal and external interfaces.
- Provide online, email, telephone and on-site support for Enghouse Product Lines.
- Follow up on tickets and HW replacements.
- Coordinate weekly calls with customers.
- Maintain the tickets using ISM based CRM.
- Generate and distribute reports.
- Involvement in field activities.
- External work interfaces: Customers, Support offices, 3rd party vendors/partners
- Expected challenges in this position: Work under a lot of pressure, traveling in country and abroad, working on 24x7 shift.
Qualifications & Experience:
- A degree in Engineering or MCA
- B. Tech in Electronics or Telecommunication or Computer Science – an advantage
- At least 2-3 years customer support experience preferred
- Solid communication skills
- Strong customer service approach
- Knowledge with the Signaling Protocols (SS#7 & PRI), TDM Telephony, IP Networking, VOIP Protocols (H.323 & Sip), Linux, SQL—an advantage
- Relevant experience of 1-2 years at a global organization
- Knowledge of soft switches or media gateways – an advantage
- Willingness to Travel in country and abroad
- Ability to work in a team environment
- Knowledge of CRM systems – an advantage
What we offer:
- Opportunity for growth and advancement
- Great team atmosphere
- Opportunity to leave your mark through the delivery of innovative ideas to the team
- Work for a stable and established company
About Us:
Enghouse Systems is a global provider of customer engagement solutions. Our innovative software and services enable businesses to effectively communicate, collaborate, and connect with their customers. With a strong commitment to technological excellence, Enghouse Systems is at the forefront of creating cutting-edge products that empower organizations to deliver exceptional customer experiences.
We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodations will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now!
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