System Support Engineer L-1 at Contegris Technology Solut…

About ContegrisContegris 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 OverviewWe 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 ResponsibilitiesCustomer Interaction:Respond promptly and professionally to customer inquiries received via phone, email, and chat.Provide accurate and helpful information about products, services.Resolve customer complaints and issues efficiently and empathetically.Maintain a positive and customer-centric attitude at all times.Communication: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.Technical Skills:Proficiently use CRM / HelpDesk to track customer interactions and manage.Utilize chat platforms and email systems effectively.Problem Solving: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.Record Keeping:Accurately document all customer interactions in the CRM system.Maintain detailed records of customer inquiries, complaints, and resolutions.RequirementsEducation: Bachelor’s degree, preferably BS. Students currently enrolled in a BS (CS / IT) are also encouraged to apply.Experience: Fresh or up to 1 year experience in high pace call center (preferable).Basic knowledge of Linux, Networking, and Network SecurityCustomer OrientedExcellent Communication SkillsAttention to detailAbility to handle pressureGood Team playerStrong problem-solving skillsWilling to perform duties in morning/afternoon/evening/night shift. About Contegris Job Overview Customer Interaction: Respond promptly and professionally to customer inquiries received via phone, email, and chat.Provide accurate and helpful information about products, services.Resolve customer complaints and issues efficiently and empathetically.Maintain a positive and customer-centric attitude at all times.