System Support Engineer

Description:

We are a leading SaaS-based company specializing in innovative solutions for Contact Center and CRM Solutions for Customer Services and Sales. Our cutting-edge platform empowers businesses to enhance their customer experiences through resourceful features and AI-driven technology. As we continue to grow, we are looking for a motivated and customer oriented System Support Engineer L-1 to join our dynamic team.

Key Responsibilities:

• Address and resolve technical issues reported by clients, ensuring efficient troubleshooting to achieve maximum First Contact Resolutions (FCRs).
• Document details of reported issues, resolutions, and actions taken in the ticketing system.
• Contribute to and update documentation and knowledge bases to aid in future issue resolution.
• Address and escalate alerts as necessary according to predefined procedures.
• Listen attentively to customer problems and efficiently resolve queries related to service requests and/or complaints.
• Ensure that escalated issues are being addressed and followed up as needed.
• Maintain a professional demeanor and strive to deliver a positive customer experience.

Job Specification:

• 0-1 year of relevant experience. Fresh candidates are encouraged to apply.
• Basic knowledge of Linux, Networking, and Network Security
• Good communication skills (written and verbal)
• Customer Oriented
• Attention to detail
• Ability to handle pressure
• Good Team player
• Strong problem-solving skills
• Willing to perform duties in morning/afternoon/evening/night shift.