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Support Engineer – Remote role in India

79% Flex
EXTRA HOLIDAYS - EXTRA PARENTAL LEAVE
Remote: 
Full Remote
Contract: 
Freelance
Experience: 
Mid-level (2-5 years)
Work from: 
India

Offer summary

Qualifications:

3+ years CCaaS/telecom experience, Excellent communication skills, Ability to manage multiple tasks and prioritize.

Key responsabilities:

  • Provide frontline support and troubleshoot technical issues
  • Assess and prioritize support requests, educate customers, monitor satisfaction and systems
Nobel, Ltd logo
Nobel, Ltd Information Technology & Services SME https://www.nobelcareers.com/
201 - 500 Employees
About Nobel, Ltd
Nobel’s history of expansion and profitable growth as a technology company covers the last 20+ years and we are well positioned for future success as well. Our products and services include: online selling of prepaid virtual phone cards worldwide, distribution of physical phone cards, superior carrier services worldwide, innovative call center solutions, food delivery and more. As an Employer, Nobel was awarded year after year in TOP 5 Employers in IT&C industry and at general national level, regardless of work field by Undelucram.ro.A key advantage of Nobel is a network that allows us to offer highly competitive rates for every service. Nobel’s TDM/VoIP network includes a powerful, fully integrated billing system that enables customers to bundle multiple components under a single billing platform. This makes the tracking and customization of the product simple, yet incredibly effective for its customers. In addition, all products are supported by Nobel’s own 24/7 call center (for Retail Customers) and NOC (for Carriers).Nobel covers a wide area of services. Below you can find a short description of our business divisions.• Nobelcom and Enjoy Prepaid offer prepaid online phone cards for placing long distance calls. • NobelTalk is a postpaid dial-around service. • NobelBiz is a corporate telecom service. • NobelTel is a global telecom carrier that operates TDM/VoIP network and supplies minutes to international carriers. • Nobel One is the most advanced retail portal featuring worldwide calling solutions at the highest quality.• Nobel SMS provides international A to Z SMS termination at the most competitive rates. • Nobel Express provides international food and other essential items delivery in Africa in time & with care.Check out some of our products and services in the Products section here on LinkedIn and visit our website for the full list and more details: https://nobelcareers.com/about-us/
See more Nobel, Ltd offers

Job description

Logo Jobgether

Your missions

A brand with enhanced visibility in the CCAAS market, NobelBiz strives to embrace customers through well-designed, customer-centric products and services. The hosted and telco products portfolio blends into a comprehensive ecosystem that turns NobelBiz into a one-stop shop for customers needing prompt delivery, excellent services and trustworthy business consultants with 20+ years of experience to share.

Responsibilities

  • Providing frontline support to customers and troubleshooting technical issues via various channels such as phone, email, chat, or ticketing system.
  • Assessing incoming support requests and prioritizing them based on severity and impact.
  • Diagnosing and resolving technical issues related to telecom and CCaaS services, including network connectivity problems, software configuration errors, and system performance issues.
  • Documenting support interactions, including the steps taken to resolve issues and any relevant troubleshooting procedures.
  • Educating customers on how to use the telecom or CCaaS platform effectively, including providing training sessions, webinars, or documentation to help users maximize the value of the services provided.
  • Monitoring customer satisfaction and gathering feedback on support interactions to identify areas for improvement.
  • Monitoring system alerts and proactively identifying potential issues before they escalate into customer-facing problems.

Requirements

Must have:

  • 3+ years experience in working in a CCaaS/telecommunications environment with a strong understanding of VoIP, SIP, PBX, call routing, IVR systems, and cloud-based contact center platforms.
  • The ability to methodically troubleshoot technical issues, identify root causes, and implement effective solutions.
  • Excellent communication skills, both verbal and written, are essential for effectively interacting with customers and providing clear, concise explanations of technical concepts and solutions.
  • The capacity to manage multiple tasks simultaneously, prioritize incoming support requests based on urgency and impact, and meet established service level agreements (SLAs) for response and resolution times.

Nice To Have

  • Familiarity with scripting languages such as .NET, JavaScript and C#
  • Experience with SQL (Microsoft or/and MySQL).
  • A keen eye for detail for accurately documenting customer interactions, troubleshooting steps, and resolution procedures.
  • Must be able to cope under pressure and work to stringent timelines.

What We Offer

  • Permanent long-term collaboration contract
  • Full-time position (40h a week)
  • Rewarding compensation package consisting of salary and a performance bonus
  • Remuneration in USD
  • Flexibility of working from home from any corner of the world
  • Vacation days (paid time off and national days)
  • Great collaborative culture with an international team of over 25 different nationalities
  • Training, team building, fun at work activities
  • Opportunities for growth and development
  • Yearly performance reviews
  • Wellbeing program with workshops and webinars led by experts

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

.NETPBXVoIPSIP.jsDirect RoutingTroubleshootingSQLJavaScriptC#

Soft Skills

  • Strong Communication
  • Multitasking
  • Attention to Detail
  • Ability to Work Under Pressure
Are you interested?

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