Product Support Senior Engineer
Location
Secunderabad | India
Job description
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC, formerly Teletech, is seeking a Product Support Engineer to join our IP & Innovation organization within our Digital segment.
Why choose TTEC to enhance and broaden your career We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!
What You'll Be Doing As part of our IP & Innovation organization, you will be a valuable member of our Product Support group as a Product Support Engineer. You will work with our enterprise level clients providing troubleshooting services for our suite of products.
What Skills You'll Need - The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support to provide highest levels of client satisfaction always. You will be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications.
- Work with a variety of clients and products to maintain customer system performance. Serve as the customer advocate to ensure timely and successful resolution of system or performance issues.
- Answer trouble tickets and provide guidance to customers via email, phone and web conference.
- Communicates detailed technical information in both written and verbal form across a wide range of audiences, including business stakeholders and customers.
- Good understanding of software development lifecycle and ITIL process
- Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist.
- Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
- Applies strong analysis, research and problem-solving skills across a wide array of systems and situations, including those which may be unfamiliar, in order to address critical issues.
- 6 to 10 years of experience in supporting contact center operations and technology (IVR, ACD, CTI, Routing, WFM and Reporting).
- Hands-on troubleshooting experience on any Contact Centre solutions/applications
- Experience in supporting VoIP Services/Applications
- Experience in SIP call flow and Messaging
- Knowledge in Google Cloud, Google CCAI and Kubernetesplatforms is added advantage
- Knowledge in Linux
- Knowledge on any scripting language (Python) and DBs (SQL)
- Documenting processes and maintaining records
- Responsible for responding to customer requests that have been escalated.
- Excellent logic, problem-solving, and troubleshooting skills.
- Excellent verbal and written communication skills.
- Flexibility to handle demands of a rapidly growing and changing workplace.
- BE/B Tech or MS in CS/IS or related degree or equivalent experience.
Who We Are TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
What We Offer - Variable incentive bonus plan, 401K company match, tuition reimbursement
- Global career mobility, employee recognition programs, professional development
- State of the art technology which allows for seamless global connectivity
Rich wellness program and health incentives
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