WNS Global Services
Location
Mumbai | India
Job description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
Expectations
Expertise on Genesys Cloud OR Nice CXOne OR AWS connect OR Ringcentral
• 3 to 5 Years of experience in VoIP, Softphone troubleshooting, & Basic Networking
• Desirable Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
• Familiar with MS Dynamics or similar CRM systems, KB systems, and Customer portals for case management
Responsibilities-
• Call flow creation and management, Script creation
• Deliver IVR related Change Request/Service Request/Incidents and troubleshooting
• Recording configuration and management
• Voice mail set up and configuration
• Setup in the application for queues, routing, SLAs
• Skill-based auto-routing
• 2nd level of troubleshooting.
• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.
•Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.
• Timely handoff (escalation) of cases that require technical assistance to NOC etc.
• Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.
• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.
•Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne,
Avaya S8300 (On-Prem) CN-SH,
Avaya S8500 (On-Prem) CN-GZ,
Digital Phone System by ChugHwa Telecom (On-Prem) TW,
Babble (Sesui) (Cloud-based) UK etc
3 to 5 Years of Experienced Graduate
24x5 support
Job tags
Salary
