Job Description L1
Mandatory Requirements
Prior contact center experience - EMEA/NAM (handling inbound calls/chats).
Excellent written and verbal communication skills in English.
Basic knowledge of VoIP Setup, Basic Networking knowledge, basic experience in Windows and macOS.
Technical Knowledge Requirements
Moderate understanding of networking fundamentals, including:
Packet Switching
VoIP protocols (H323, SIP, RTP)
OSI Model
MAC Addressing and Subnetting
TCP/IP, DNS
Networking tools such as Ping/Traceroute, DHCP, Telnet, Basic Routing Concepts
Positive understanding of VoIP technologies, networking, and telecommunications.
Transparent knowledge of how VoIP calls are connected and terminated
Understanding the role of SIP in VoIP call setup and management
Additional Competencies
Basic knowledge of SaaS products.
Experience conducting screen-sharing sessions to assist customers with setup and troubleshooting.
Familiarity with Salesforce Service Cloud (or similar CRM systems), Knowledge Base systems, and Customer Portals for case management.
Certifications in CCNA/CCNP are an added advantage

📌 Technical Support Engineer Chennai
🏢 Wroots Global
📍 Chennai