Company Name: VARITE India Private Limited

About The Client:

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

Essential Job Functions:
- Handling customer calls regarding technical issues, product/device problems, recent feature request and general client concerns.
- Ready to work 24*7 mainly US Support hours .
- Responding to customer queries in a timely and accurate way, via phone, email, or chat.
- Creating tickets for customer reported issues, troubleshooting, and escalating to next level with regular follow-ups until closure.
- Should work on pro-active alarms – monitor, troubleshoot,



follow-up with customer and respective internal/external teams to fix the issue.
- Should have knowledge on Unified communication, VoIP, SIP, communication manager, Gateways, and networking.
- Should have basic knowledge on troubleshooting voice related issues and able to trace & analyses SIP packets.
- In-depth knowledge of LAN, WAN, VoIP systems and IP Protocols
- Must take ownership of customer issues, troubleshoot problems, and see them through to resolution.
- Collect prompt and accurate information from customers, create ticket and document knowledge/troubleshooting steps in the form of ticket logs.
- Responsible for maintaining & following the correct process flow and escalation matrix as per the SLA.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Update customer information in the customer service database during and after each call.
- Work with the ma

📌 Administrator (Support & Operations)-Cisco voice (Chennai)
🏢 VARITE
📍 Chennai