System Support Engineer L-1

About Contegris

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, 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.
  
  
  

Requirements

• Education: 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 Security
• Customer Oriented
• Excellent Communication Skills
• Attention to detail
• Ability to handle pressure
• Good Team player
• Strong problem-solving skills
• Willing to perform duties in morning/afternoon/evening/night shift.