As a Level 2 Customer Support Engineer you will be responsible for providing a service that meets or exceeds customer expectations in regard to technical support. It is the responsibility of the Level 2 Customer Support Engineer to build client relationships through positive customer care. This is manifested by providing a customer-centric approach to this role. 

This role involves customer assistance, issue diagnosis and resolution, meticulous documentation, proactive communication, and efficient escalation management.  Strong customer focus and effective communication skills are crucial for success in this role. 

This is a in house role from our Pune office reporting to the Manager, Customer Support

Responsibilities: 

 

Provide highest levels of support to customers, while resolving complex problems. Intense work with internal and external interfaces. Provide online, email, telephone and on-site support for Dialogic/Enghouse Product Lines Follow up on tickets and HW replacements Coordinate weekly calls with customers. Maintain the tickets using the CRM Generate and distribute reports Involvement in field activities Internal work interfaces: Project management, R & D, Product Support, Marketing and PLM. Commercial Dept. External work interfaces: Customers, Support offices, 3rd party vendors/partners Expected challenges in this position: Work under a lot of pressure, traveling in country and abroad, around the clock support (standby shifts for after hours, weekends and holidays are required)

 

Qualifications & Experience:   

A degree in Engineering or MCA Tech in Electronics or Computer Science – an advantage At least 9 to 12 years of customer support experience preferred Solid communication skills Strong customer service approach Solid background and knowledge with the following: Signaling Protocols (SS#7, PRI, Cas), TDM Telephony, IP Networking, VOIP Protocols (H.323, SIP, Mgcp, H.248), Linux, SQL Relevant experience of 9+ years at a global organization Knowledge on PL/SQL and Shell scripting- an advantage Knowledge of soft switches, SBC and/or media gateways – an advantage Willingness to Travel in country and abroad Ability to work in a team environment Knowledge of CRM systems – an advantage Self Learning/Discipline Dedication and Diligence

What we offer: 

 

Opportunity for growth and advancement  Great team atmosphere  Opportunity to leave your mark through the delivery of innovative ideas to the team  Work for a stable and established company 

 

About Us: 

 

Enghouse Systems is a global provider of customer engagement solutions. Our innovative software and services enable businesses to effectively communicate, collaborate, and connect with their customers. With a strong commitment to technological excellence, Enghouse Systems is at the forefront of creating cutting-edge products that empower organizations to deliver exceptional customer experiences. 

Meet the team!  

 

We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodations will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now! 

 

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