
System Support Engineer L-1
2 days ago
Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.
Job Overview
We are looking for a proactive System Support Engineer to resolve user-reported technical issues and ensure high First Contact Resolution (FCR) rates. The role involves troubleshooting, documenting incidents, escalating alerts when necessary, and maintaining a positive customer experience. Strong communication skills and a customer-centric approach are essential.
Key Responsibilities
- Customer Interaction:
- Respond promptly and professionally to customer inquiries received via phone, email, and chat.
- Provide accurate and helpful information about products and services.
- Resolve customer complaints and issues efficiently and empathetically.
- Maintain a positive and customer-centric attitude at all times.
- Communicate clearly and effectively, both verbally and in writing.
- Use proper grammar and spelling in all written communications.
- Actively listen to customer concerns and ask clarifying questions.
- Proficiently use CRM / HelpDesk to track customer interactions and manage.
- Utilize chat platforms and email systems effectively.
- Analyze customer issues and identify root causes.
- Offer appropriate solutions and alternatives to resolve customer problems.
- Escalate complex issues to appropriate team members.
- Follow up with customers to ensure resolution and satisfaction.
- Accurately document all customer interactions in the CRM system.
- Maintain detailed records of customer inquiries, complaints, and resolutions.
Requirements
- Bachelors Degree, preferably BS from Virtual University. Students currently enrolled in a BS (CS/IT) are also encouraged to apply.
- Basic knowledge of Linux, Networking, and Network Security.
- Customer Oriented.
- Ability to handle pressure.
- Good Team player.
- Strong problem-solving skills.
- Willing to perform duties in morning/afternoon/evening/night shift.
Entry level
Employment typeFull-time
Job functionInformation Technology
IndustriesIT Services and IT Consulting
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