About the Role

You will be the point of contact for Technical Support for clients in the Delhi, Mumbai & Hyderabad region. Technical issues that cannot be resolved at his level are escalated to the respective team. You are capable of troubleshooting and resolving all types of technical issues, meeting the clients whenever necessary, analysing the issues along with the customers, taking part in Monthly/Quarterly review with the customers, preparing the summary, reports, PPT and presenting to the customers & management.

Responsibilities
- Provides answers to clients via phone, email & client site visit by identifying problems; researching answers; guiding the client through corrective steps
- Improves client references by writing and maintaining documentation.
- Participates in client training programs by identifying learning issues.
- Solve basic common customer problems in real-time. If required, via remote access to the client’s system.
- Live Customer interaction for resolving product problems
- Data communication/networking troubleshooting




- Identifying Ozonetel product problems and escalating it to the next level if it is complex.
- Production-critical issues need to be escalated to the next level.
- Resolve incidents in a timely manner as per SLAs.
- Keep track of pending issues at the individual level & share periodic updates to customers.

Qualifications
- ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent.
- Candidates with experience in Voice VAS service providers, Contact centre solutions sales and/or Cloud Telephony products would be ideal.

Required Skills
- Knowledge of IP PBX & Contact Centre 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
- Positive understanding of LAN, WAN Networking, and telecom products (PRI, SIP trunk, ILL).
- Ex

📌 Technical Support Engineer (Hyderabad)
🏢 Ozonetel | oneCXi
📍 Hyderabad