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1 Enghouse Networks Job
Customer Support Engineer - Level 1
Enghouse Networks
posted 16d ago
Job Role Insights
Key skills for the job
Job Description
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
Self-Learning/Discipline
Dedication and Diligence
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 usApply now!
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Employment Type: Full Time, Permanent
Read full job description What people at Enghouse Networks are saying
Rating based on 1 Engineer- Customer Support
review
Anonymous · Engineering - Hardware & Networks
in Pune
Likes
Manager approch
- Skill development - Excellent
+1 more
Dislikes
Process management and floor emptiness
Engineer- Customer Support salary at Enghouse Networks
reported by
3
employees
with 2-4
years exp.
Unlock
₹5.9
L/yr - ₹7.6
L/yr
93%
more
than the average Engineer- Customer Support Salary in India
View more details
What Enghouse Networks employees are saying about work life
based on 2 employees
Night Shift
Enghouse Networks Benefits
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