The Right Individual:
The ideal candidate will be expected to provide technical support to organizations by managing, maintaining, and troubleshooting their IT systems. We are looking for a Support Specialist to assist our customers with technical problems when using our products and services.
Required Functional Skills:
• Must have prior experience in supporting CTI or IVR or PBX or any Agent Desktop Application.
• Must have worked at Customer Site handling day-day production issues in a Contact Center environment.
• Excellent Customer handling Skills, Engineers worked as in-house engineers/site engineers supporting any application-based Contact center products at customer sites like Bank, Telco are preferred.
• Good Understanding about Contact Center & Telephony concepts with any of the major platforms like AVAYA, GENESYS, CISCO, ASPECT, etc., will be added advantage. Thorough understanding of Contact Center & Unified Communication Support Process.
• Candidate should have realization on designing and troubleshooting routing workflows and CTI integrations.
Roles & Responsibilities:
• Candidate will be part of our Support team liaising with Product developers to support Company’s Products deployed at customer sites across the globe.
• Will work along with the Support Lead, take up support tickets assigned, probe the issue and give possible resolution within the Turn Around Time.
• Candidates will be trained in Company’s products to give end to end resolutions on usual technical issues raised.
• Candidates will be receiving, prioritizing, documenting and actively resolving issues that arises out of our products in any contact center production environment.
