Customer Support Engineer

Callifony, a leading business communication platform is looking for a positive-minded Customer Support Engineer to support daily operations. Join a collaborative environment, working with multiple talented teams to resolve trouble tickets and apply technical knowledge for swift troubleshooting of technical issues.

Your Role

You will serve as the primary Technical Support contact for clients. If technical issues cannot be resolved at your level, you will escalate them to the appropriate team. Your responsibilities include troubleshooting and resolving various technical issues, analyzing issues alongside customers, participating in Monthly/Quarterly reviews with your manager, and sharing periodic updates with both customers and your manager.

Responsibilities:

1. Provide solutions to clients via phone, email, and chat by identifying problems, researching answers, and guiding clients through corrective steps.
2. Participate in client demo training sessions by identifying and addressing learning issues.
3. Enhance system performance by identifying problems and recommending necessary changes.
4. Ensure customer inquiries are responded to within established timeframes, achieving customer care and technical support service levels.
5. Address basic common customer problems in real-time, including remote access to clients’ systems if required.
6. Engage in live customer interactions to resolve product-related issues.
7. Identify product problems and escalate them to the next level if they are complex.
8. Escalate production-critical issues to the next level promptly.
9. Resolve incidents promptly according to Service Level Agreements (SLAs).
10. Provide guidance, assistance, and mentoring support to junior team members.
11. Keep track of pending issues at the individual level and share periodic updates with customers.

Skills & Qualifications

1. Proficient in English with strong verbal and written communication skills
2. Possesses exceptional listening abilities.
3. Proven experience with debugging tools and lab simulations for problem analysis and solution identification.
4. Adept at logical troubleshooting to identify root causes and propose effective solutions and workarounds.
5. Strong analytical and problem-solving capabilities.
6. Background in the telecom industry is an advantage.
7. Competent in managing multiple tasks simultaneously and completing them efficiently and promptly.
8. Collaborative team player focused on exceeding customer expectations in technical support.
9. Excellent reasoning skills, adept at problem definition, data analysis, and drawing conclusions.
10. Professional demeanor in representing the company.

Education & Experience

ITI/BSc./Diploma/Degree in Computer Science/ECE/Communication Engineering or equivalent. – Minimum of 3 years’ experience in providing technical support, ideally in the enterprise software/ SaaS industry.