Network Engineer L2

7 days ago

Bengaluru, Karnataka, India JoulestoWatts Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Roles and Responsibilities:

  • Act as the initial point of contact for technical support, offering prompt and

accurate assistance to end-users and distribution partners via voice or chat for

assigned video conferencing products.

  • Deliver exceptional customer service by maintaining clear communication,

providing timely updates, and ensuring follow-through on all inquiries and reported

issues.

  • Serve as the first-level escalation point within the Technical Assistance Center,

escalating unresolved or complex issues to higher-level support teams when

necessary.

  • Assess and handle customer calls appropriately; make informed decisions

when calls require further escalation or follow-up.

  • Record accurate customer information, update ticketing/contact management

systems, and ensure logs are maintained with precision.

  • Recognize potential sales opportunities during support interactions and forward

qualified leads to the appropriate sales teams.

  • Conduct and document Customer Satisfaction Surveys to gather feedback on

service experience and identify areas for improvement.

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