Roles & Responsibilities
You will work as a Tier2 Technical Support Engineer and will receive service issues escalated up from tier 1 team.
Provide “highest level” global support for our worldwide customer base and resolve technical issues.
Take full ownership of an issue without supervision and handle all the customer communication over e-mail or a call depending on criticality of the problem.
Identify product issue and drive resolution of complex issues. Work closely with the development team to help resolve the product bugs and deliver solutions
Replicate the problem in a controlled test environment to isolate the root cause. Provide full detail in documenting the problem including (when applicable), call logs, screen shots, network traces, etc.
Understand customer setup and offer technical advice with a positive attitude. Offer additional tips, best practices and solutions, related to their service issue, whenever possible.
Maintains a state-of- the-art subject matter expertise (SME) on existing and planned technologies, including related products and services.
Becomes an expert and focal point with all aspects of our service. Train prospects, paid customers and partners on the product applications.
Develop and maintain excellent relationships with our customers and partners, maintaining the highest level of customer satisfaction.
Proactively shares knowledge with internal and external customers, by providing new and updated FAQ solution material.
Qualification & Skill sets
Typically requires BE/ BTech/ BS in Electronics & Telecommunication or Computer Science or related field.
5+ Yrs of experience in a customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships.
Strong understanding of H.323 & SIP protocols, RTP/ RTCP, TCP/ UDP transport, IP Telephony & Networking, Firewalls/ NAT traversal/ Proxy setup
Knowledge of Web conferencing, switching/routing protocols, Active Directory, Cloud technology etc. will be a plus
Good to have knowledge on Video Conferencing products & setups such as Cisco/Tandberg, Polycom, Lifesize, VCS/ SBC, Microsoft SFB clients etc.
Strong Communication Skills, oral and written; able to engender trust and respect of peers and customers.
Demonstrated problem-solving ability to assess customer’s network deployments, use appropriate tools to debug complex problem and drive issue to resolution.
Sense of urgency. Escalates product issues when appropriate; maintains a sense of 'problem ownership' to drive all issues to successful resolution. Strives to turn around issues with an efficient and effective approach to the highest of customer's satisfaction.
Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.
Entrepreneurial, self-motivated and a team player with a sense of humor