Regional Manager Support

Designation: Regional Manager Support
Department: Engineering
Job Type: Full-time
Experience: 10+ years
Location: Mumbai / Delhi
Open Positions: 2

About Us:
Ozonetel is an industry leader in the Customer Experience domain. Through its innovative AI-First, Unified CX platform , enterprises seamlessly interact with customers across voice, chat, SMS, and digital channels. Our platform ensures superior and cohesive experiences for their customers at every touchpoint throughout their journey, consistently.

Ozonetel empowers over 3,500 businesses to seamlessly engage with their customers. Top brands across various industries, including HDFC Bank, HDB Financial Services, AngelOne, Acko, Jupiter Money, ET Money, Muthoot, Tata 1mg, BigBasket, Zomato, Apollo Hospitals, Hiranandani, Sobha, Brigade Group, Wakefit, and Delhivery, rely on the Ozonetel CX platform to streamline, simplify, manage, and analyze customer interactions, accelerating their business growth.

Ozonetel is recognized as a leader in 7 CX categories, rated amongst the Top 50 Customer Service and Top 100 Fastest Growing Products Globally by G2. Furthermore, Ozonetel has received numerous industry awards and accolades for product innovation and CX transformation for our customers.

What s in offer for you

• Be part of an exciting journey of riding the technology wave to power a connected world!
• Excellent collaborative culture that fosters the thought leader in YOU.
• Matured start up culture that nurtures Research, Innovation and Growth Mindset
• Competitive work environment that recognizes and rewards individual excellence in team mode.
• Work space that believes in the total well being of employees with their individual needs.
• Covers your needs with our comprehensive benefits package, medical insurance and other benefits schemes
• Prioritized work/life balance with our flexible PTO
• A growth company that can propel your career with commitment.
• Together we grow, excel and celebrate!

About the Role
You will be the point of contact for Technical Support for clients in the West/North region. Technical issues that cannot be resolved at his level are escalated to the respective team. You are capable of troubleshooting, resolving all types of technical issues, meeting the clients whenever necessary, analyzing the issues along with the customers, Taking part in Monthly/Quarterly reviews with the customers, Preparing the summary, reports, PPT and presenting to the customers & management.

What You ll Be Doing
KRA

• Develop a strategy, and offer a model for technical support.
• Create compelling technical support offerings to be marketed and sold to customers to drive loyalty and revenue.
• Assist direct reports in the attainment of individual goals.
• Provide answers to clients via phone, email & client site visit by identifying problems; researching answers; guiding the client through corrective steps.
• Ensure customer inquiries are responded to within established time frames and customer care to achieve the SLA. Resolve incidents in a timely manner as per SLAs.
• Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
• Provide consistent over-site on service tickets progress to ensure customer timelines and expectations are managed.
• Manage complex customer issues, coordinating appropriate technical personnel, defining work plan, deadlines and driving customer communications until the customer has confirmed issue resolution
• Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
• Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Manage technical support engineers which include training, mentoring, evaluating & motivating them.
• Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
• Participates in client training programs by identifying learning issues.
• Keep a track of pending issues at the individual level & share periodic updates to customers.
• Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
• Stay up to date on all current company policy and procedures.

Skills and Qualifications:

• Knowledge in IP PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.) will be preferred.
• Excellent Communication in English & Hindi (verbal & written) as well as strong listening skills.
• Must have knowledge of Microsoft Windows & Linux Operating systems
• Good understanding on LAN, WAN Networking, and telecom products (PRI, SIP trunk, ILL).
• Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
• Ability to logically troubleshoot issues to determine the root cause and present suggested workarounds and solutions.
• Proven call centre support experience as well as exhibiting professional client-facing skills.
• Ability to demonstrate strong analytical and problem-solving skills.
• Feel customer s pain & advise them with the right solution.
• Possesses strong customer relation skills.
• Expert in troubleshooting desktop-level issues.
• Knowledge in VoIP service & WebRTC
• Knowledge in the telecom industry will be preferred
• Ability to handle multiple priorities.
• Perform in an effective and timely manner all the tasks required.
• Work as a team to exceed customer s expectations for technical support.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions.
• Represent Ozonetel in a professional manner.

Profile Requirements
Education & Experience

• ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.
• Minimum of 8+ years experience in providing technical support on any contact center solution platform, ideally in the enterprise software/ SaaS industry.

Technical Expertise

• PBX, IP-PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.)
• LAN, WAN, Networking basics
• Linux CLI with basic commands
• Telecom products (PRI, SIP trunk, ILL)

Desired Characteristics:

• Communicate clearly and efficiently
• Have a customer-centric approach to work
• Develop and deliver empathy
• Verbal & written communication skills
• Should be skilled at strategizing & crisis management
• Help the team in achieving the goals
• Train the team to enhance customer satisfaction levels
• Excellent public speaking, writing, and storytelling skills
• Cross-functional collaboration, and leadership capabilities
• Ability to multi-task and work on several projects, often under tight timelines, while consistently delivering results

Personal Attributes

• Passion for the customer: Building relationships and delighting customers is what you live for. You go above and beyond to turn customers into raving fans and act as the voice of the customer to improve the customer experience
• Pride in being a trusted advisor, challenging the status quo with innovative thinking to ensure every customer touch point adds value
• Strong collaborative skills and you leverage every opportunity to promote your programs
• Relentless focus on urgency in execution
• Comfortable with an ever-changing environment that requires you to be agile
• Should have a basic/ foundation knowledge in information security standards like ISO27001, HIPAA, PCI-DSS etc.
• Should be aware of Ozonetel Information security framework, policies and standards.
• Follow security hygiene related standards related to desktop/ server / application / database/ network environments.
• Should have a basic/ foundation knowledge in information security standards like ISO27001, HIPAA, PCI-DSS etc.
• Should be aware of Ozonetel Information security framework, policies and standards.
• Follow security hygiene related standards related to desktop/ server / application / database/ network environments.

Preferred Industry: Tech/SaaS/ B2B companies with voice background

Salary & Compensation: Competitive Package + Performance Incentives + mobile allowance + travel + other benefits (as per industry norms)

About You

• Experience of min 10+ Years in technical support
• Candidates with experience in Voice VAS service providers, Contact centre solutions sales and/or Cloud Telephony products would be ideal.