Job Details
Experience

1-4 Years

Open Vacancy

4

Education

B.E./B.Tech/M.Tech - Computers, Msc.It, MCA

Responsibilities:
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including installation, setup and configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track and ensure all system issues are properly logged in Support ticket portal
  • Talk to clients through a series of actions, either via phone/skype, email or chat, until their technical issue is solved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Software Engineers)
  • Provide prompt and accurate feedback to customers as per agreed SLA with them
  • Refer to internal database or external resources to provide accurate technical solutions
  • Prioritize and manage assigned issues
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Recommendation to enhance applications by identifying opportunities for improvement
  • Document RCA (Root Cause Analysis) of the issue and its solution
  • Document technical knowledge in the form of notes and manuals, and record in company internal forum
  • Create, maintain and review all FAQs in knowledge base of support ticketing portal
  • Maintain jovial relationships with clients
  • Being accountable for assigned work and report to the manager
  • Continue to learn and sharpen skills as Sr. Support Engineer
Skills / Requirements:
  • Up-to-date knowledge of work experience is required in Asterisk / Freewitch / OpenSIPs / Kamailio
  • Understanding and experience querying against relational database
  • Programming proficiency in any programming language (PHP/Perl/Python/Lua)
  • Good written / Oral communication in English