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Customer Support Engineer Level 2
Enghouse Networks
posted 23d ago
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Job Description
As a Level 2 Customer Support Engineer you will be responsible for providing a service that meets or exceeds customer expectations in regard to technical support. It is the responsibility of the Level 2 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 Manager, Customer Support
Responsibilities:
- Provide highest levels of support to customers, while resolving complex problems.
- Intense work with internal and external interfaces.
- Provide online, email, telephone and on-site support for Dialogic/Enghouse Product Lines
- Follow up on tickets and HW replacements
- Coordinate weekly calls with customers.
- Maintain the tickets using the CRM
- Generate and distribute reports
- Involvement in field activities
- Internal work interfaces: Project management, R & D, Product Support, Marketing and PLM. Commercial Dept.
- 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, around the clock support (standby shifts for after hours, weekends and holidays are required)
Qualifications & Experience:
- A degree in Engineering or MCA
- Tech in Electronics or Computer Science - an advantage
- At least 9 to 12 years of customer support experience preferred
- Solid communication skills
- Strong customer service approach
- Solid background and knowledge with the following: Signaling Protocols (SS#7, PRI, Cas), TDM Telephony, IP Networking, VOIP Protocols (H.323, SIP, Mgcp, H.248), Linux, SQL
- Relevant experience of 9+ years at a global organization
- Knowledge on PL/SQL and Shell scripting- an advantage
- Knowledge of soft switches, SBC and/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
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 · IT Network
in Pune
Likes
Manager approch
Dislikes
Process management and floor emptiness
Read 1 reviewEngineer- Customer Support salary at Enghouse Networks
reported by
3
employees
with 2-4
years exp.
₹5.9
L/yr - ₹7.6
L/yr
94%
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
Rotational Shift
No travel
Night Shift
Enghouse Networks Benefits
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