Overview: Our client is a leading digital technology and customer experience services company known for its agility innovation and focus on client outcomes.
Job Responsibilities:
- Handle all work / troubleshoot inbound interactions (Chat email Call) from customers
- Timely handoff (escalation) of cases that require technical assistance to NOC etc.
- Manage his backlog efficiently with a focus on customer satisfaction and firstcall resolution
- Other team player activities like contributing to KB notifying/discuss on any process improvement or best practices sharing/upgrading technology and product expertise
Technical Skills:
- Good knowledge of protocols like TCP/IP VOIP UDP SIP RTP SRTP and WebRTC
- Intermediate understanding of switching OSI Model MAC Addressing Subnetting TCP DNS Ping/Traceroute DHCP telnet and routing
- Basic to intermediate understanding of QOS settings NAT firewall T1 ISDN Linux and SBC
- Exposure and understanding of video conferencing IM Voicemail DID carriers and knowledge of VOIP and SIP
- Knowledge of UCaaS CPaaS platform cloud Contact center Integrations like MS teams and analysis tools like Wireshark etc.
- Familiar with Salesforce Service Cloud or similar CRM systems KB systems and Customer portals for case management
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Remote Work :
No