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Support Technician Level 2

2 months ago

Kolkata metropolitan area, India Primo Dialler Full time

About Us:

Primo is one of the UK’s fastest-growing telecommunications brands and a leading provider of call center software to contact centers worldwide.

 

Job Description:

We are seeking an experienced and proactive Level 2 Support Technician to join our VoIP and Dialer Operations team. The ideal candidate will have strong English communication skills, advanced technical expertise, and a customer-focused mindset. This role involves providing second-line support to clients, resolving complex technical issues, and ensuring the optimal performance of our VoIP and dialer systems, including extensive work with VICI Dialer.

 

Responsibilities:

- Provide advanced technical support to customers via phone, email, and chat.

- Diagnose and resolve complex technical issues related to our products, with a specialization in VICI Dialer.

- Collaborate with Level 1 support technicians to provide guidance and escalate issues when necessary.

- Monitor system performance, identify potential problems, and implement solutions proactively.

- Develop and maintain support documentation, including knowledge base articles and troubleshooting guides.

- Liaise with the development team to report bugs and suggest feature enhancements.

- Conduct training sessions for Level 1 technicians to improve overall team performance.

- Ensure compliance with company policies and industry regulations.

 

Qualifications:

- Strong proficiency in English, both written and verbal.

- In-depth knowledge of VoIP technology, dialer operations, and extensive experience with VICI Dialer.

- Minimum of 2-3 years experience in a technical support role, preferably in a Level 2 capacity.

- Excellent problem-solving and analytical skills.

- Ability to handle high-pressure situations and manage multiple priorities.

- Strong customer service orientation with excellent interpersonal skills.

- Experience with Linux systems, networking concepts, and troubleshooting tools is a plus.

- Certification in relevant technical fields is advantageous.

- Willingness to mentor junior team members and share knowledge.

 

What We Offer:

- Competitive salary and comprehensive benefits package.

- Opportunities for professional growth and career advancement.

- A collaborative and innovative work environment.

- Ongoing training and support to enhance your skills.

 

 

Join our team and contribute to a dynamic company where your expertise and contributions are highly valued

 

Primo Dialler India Pvt. Ltd. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.