Customer Support Specialist

3 weeks ago

Pune, Maharashtra, India Enghouse Systems Full time

About the Role:

We are seeking a skilled Customer Support Specialist to join our team at Enghouse Networks. As a key member of our Customer Service team, you will be responsible for providing top-notch technical support to our clients, addressing and resolving complex problems with ease.

Key Responsibilities:

  • Provide expert technical support to customers via various channels, including online, email, telephone, and on-site support.
  • Collaborate closely with internal and external stakeholders to ensure seamless issue resolution.
  • Develop and maintain strong relationships with customers through regular calls and proactive communication.
  • Participate in field activities, both domestically and internationally, to support our clients' needs.
  • Work closely with internal teams, including Project Management, R&D, Product Support, Marketing, and PLM, as well as with external entities like customers, support offices, and third-party vendors/partners.
  • Handle challenging schedules and high-pressure situations, including traveling as required and providing around-the-clock support.

Requirements:

  • Education: A degree in Engineering or MCA. A degree in Electronics or Computer Science is advantageous.
  • Experience: At least 2 years of customer support experience, preferably in a global organization. Extensive knowledge of signaling protocols (SS, PRI, CAS), TDM telephony, IP networking, and VoIP protocols (H.323, SIP, MGCP) is required. Strong experience with Unix and SQL is also necessary. Knowledge of PL/SQL and Shell scripting is a plus. Familiarity with soft switches, SBCs, and/or media gateways is advantageous.
  • Communication: Excellent communication skills with a strong customer service approach.
  • Mindset: A proactive, solutions-driven individual who can thrive under pressure and handle complex technical issues with ease.

What We Offer:

  • Career Advancement: Opportunities for professional development and career growth within a dynamic global company.
  • Collaborative Environment: A supportive workplace where teamwork and innovation are valued.
  • Comprehensive Benefits: Competitive salary, health benefits, and a balanced work-life schedule.

Enghouse Networks is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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