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 ca ...
ABOUT CSS:
CSS is a leading provider of high-quality infrastructure management and technology support services. Using a proven and cost-effective global delivery model, CSS manages technology, infrastructure, platforms and applications for Fortune 2000 companies, and provides 24x7 support solutions for leading enterprise and consumer technology vendors.
CSS is headquartered in San Jose, CA and employs close to 5,000 employees and has global presence with offices in North America, Europe, South East Asia and Australia including world-class offshore delivery centers in India.
To know more about our organization, please visit our website at www.csscorp.com
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.
EXPERIENCE:
IP telephone, VoIP, H323
Standard features of Enterprise Communication Servers (PBXs)
Problem Troubleshooting and debugging technique
Videoconferencing on IP / ISDN ,Signalling
SIP / Softphones
Knowledge and understanding of OSI Model functions ,Sub-netting, VLAN / Tagging concepts and applications of each layers
Voice Compression Techniques G711, G723, G729A & G729B
Should be good in speaking French