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Customer Service Engineer

3.00 to 5.00 Years   Bangalore   30 Aug, 2019
Sangoma Technologies
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

B. Diagnose and resolve problems originating from customer sites, ensuring customer satisfaction is achieved within the published SSA/ SLA agreements for customer response times. This is achieved by;

  • Propose interim solutions
  • Characterize problems in the lab or on the customer sites
    • Using advanced industry test equipment
    • Using advanced debug tools
  • Document problems for presentation to Design
  • Ensure proper prioritization of problem utilizing the SSA/ SLA criteria
  • Work with design to identify problems and to propose final solutions
  • Ensure information input to databases is both current and accurate
  • Assist other CSE representatives to evaluate, prioritize and deliver solutions
  • Provide input and document solutions to product applications
C. Execute Hot Site activities to resolve customer difficulties. This is achieved by;
  • Identify Hot site situations
  • Prepare & execute action plans which meet customerrsquos approval
  • Provide regular status reports of Hot sites and their action plans to management
D. Produce Support Documentation;
  • Identify & prepare various forms of Support Documentation for Support and Customers
  • Knowledge Base Articles, How To Guides, Applications Notes, and Configuration Guides
  • Provide input others documentation.
E. Provide technical support to Sangoma Resellers, Distributors and End Users;
  • Provide 24 hour/ 7 day technical assistance to Customers on the Sangoma product portfolio;
    • By telephone
    • By Case Management System
    • Forums and Remote System Access
    • 24 Hour Emergency on call service
    • Rotational On- call Availability
  • Maintain and improve interpersonal skills
  • Maintain a high level of technical knowledge on specific Sangoma products
  • Maintain & improve technical knowledge of industry related topics
  • Work with 3rd party SW companies to isolate software problems
Knowledge and Skills
  • In- depth understanding of customer service
  • Excellent communication skills, verbal and written
  • Excellent technical troubleshooting skills using a methodical disciplined approach
  • Superior interpersonal skills
  • In- depth knowledge of SIP ProtocolmdashVoIP Telecommunications, computers, networking (Voice and Data) , LAN/ WAN data networking architectures and routing protocols, IP Telephony Architectures
  • In- depth knowledge of Microsoft Ecosystems and MS Lync environments
  • Working knowledge of Linux and associated repositories.
  • Working knowledge of traditional telecommunication technologies, such as T1, PRI, ISDN, SS7, Analog FXS/ FXO and others
  • Proven advanced troubleshooting skills on telephony, data, computers and their applications
  • Ability to handle demanding customers, serious technical problems or product issues resulting in stressful situations
  • Ability to interface tactfully and effectively with external customers at various technical and management levels
  • Must be a self- starter, possess good organization skills, and the ability to multi- task
Education and Experience Bachelorrsquos degree in Engineering or Applied Science with 2- 4 years telephony and/ or computer experience or equivalent combination of education and experience. OR Technologist in Electronics or Computer Science with 3- 5 years telephony or computer experience or equivalent combination of education and experience. What We Offer
  • Flexible and dynamic work environment
  • Exceptional learning opportunities
  • Great team
  • Opportunity to work with global customers
,

Keyskills :
troubleshootingsalescustomerrelationscomputerhardwareiptelephonyknowledgebasetestequipmentcustomerservicecomputerscienceroutingprotocolsetwkingtechnicalsuppproductptfoliomanagementsyst

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