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.
Job Type: Full-time
Work Location: In person
