French Telecom Engineer should be expert in Telecom concepts and PBX with very good French and English communication skills.
Key responsibilities:
* Troubleshoot all Level 1/2/3 calls from the customers.
* Ensure consistent customer satisfaction.
* Document all communication with customers in the CRM
* Notify/Discuss with L2 /TL/Manager/TEC on Tickets that require assistance.
* Timely hand-off (escalation) of cases that require technical or political help to ATAC/TEC team
* Plan and constantly work on upgrading technical and product expertise.
* Contribute to the knowledge base/ Tech Forums
* Inter-working with multiple teams and R&D for the case progress and resolution.
* Need to up-skill the knowledge constantly as per the need
CORE EPABX SKILLS REQUIRED:
Expert Knowledge in Digital Switching Technology (PCM-TDM)
Standard features of Enterprise Communication Servers (PBXs)
Signaling: Loop, E&M, BRI, PRI, CAS, CCS, ISUP, SCCP & R2MFC, DECT
Problem Troubleshooting and debugging techniques (both Hardware and Software)
Good knowledge of value-added features of such as Voicemail, CTI, etc
Videoconferencing on IP / ISDN
SIP / Softphones
EXPECTED KNOWLEDGE ON VoIP:
Knowledge and understanding of OSI Model functions and applications of each layers
Basic understanding of TCP/IP protocol stack and practical knowledge of LAN / WAN
IP telephone, VoIP, H323
Sub-netting, VLAN / Tagging concepts
Firewall, Security
Encryption on Network
Voice Compression Techniques G711, G723, G729A & G729B
DHCP
KNOWLEDGE ON CALL CENTER WOULD BE WELCOME:
Call routing techniques using ACD : Skill based routing
Knowledge on Reporting / Agents Statistics and computing Techniques
Wallboards, Queing alarms, priority management
Interactive Voice Response Systems (IVRS)
Database Integration (ODBC Drivers)
Knowledge on CC Supervision softwares, queue monitoring & administration
KNOWLEDGE ON APPLICATIONS WOULD BE WELCOME:
Unified Messaging / Communication Systems: Concepts and features
Knowledge on integration of External Voicemail Systems
Property Management Systems (PMS)
Hotel Management Systems (HMS)
Network Management Systems
External Call Billing Software integration and configuration
Voice recording Solutions