Tetherfi is registered and operating as Interlink Network Systems Pte Ltd in Asia (HQ-Singapore) since 2009 & is a DevConnect Technology Partner. Our associates are based in in HQ - Singapore and countries including India, Malaysia & UK.
Tetherfi OCM Self-Service applications, Multi-Media Agent Client & add-on packages leverages Avaya Contact Centre platform & integrated with clients CRM and core banking application delivers Omni Channel Customer Experience and Contact Centre solutions.
Tetherfi is a communications provider with extensive experience in Voice, SMS, Email, Fax, Video & Chat communication channels with focus to enhance customer experience. Our independent, vendor-neutral perspective and extensive experience — from business case analysis to post-deployment tuning, from RFP’s to application code — means we know where these communications technologies make sense and where they don’t, how to make them work and deliver value.
Tetherfi’s focus in enhancing ‘agent-service’ & ‘self-service’ (automated service) has resulted in innovative products and integrated solutions using standards-based (VoiceXML, TSAPI, JTAPI, SIP, XML, SOA, RTMP, FaxOverIP, Cordova) framework which has enabled many of our customers to optimise their current investment by integrating IT-applications and communications infrastructure integrated with CRM/backend systems.
Leading Banks & other verticals in Asia have deployed our flagship Omni Channel Management suite of products and solutions to support Self-Service, Agent Assisted & other add-ons for their Omni Channel Customer Interaction, Customer Experience Management and Contact Centre Transformation/ Optimisation requirements.
For more information visit our corporate website:
“Solution support engineer”, has to address customer questions and concerns regarding company's products & solution. This job involves answering incoming phone calls & responding to emails from customers and troubleshooting technical problems. This role is client-facing and supporting our demanding clients in Singapore. Expected to reach customer site within the SLA & collect the logs and troubleshoot and provide analysis/update. If the problem cannot be resolved, then escalate & work with product SME to resolve or recover the situation.
Must also report defects or offer suggestions for product improvement. Through their investigations, should contribute to product knowledge and help make future technical support easier.
Requirements:
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support
- Basic knowledge of Unix/Linux systems, utilities and scripting
- Strong problem-solving skills
- Excellent client-facing skills
- Must communicate with other departments within their company and customers on a regular basis, both oral and written communication skills are very important
- Knowledge of Telephony, SIP PBX, CTI, IVR, TSAPI, Avaya voice communication infrastructure would be an added advantage.
Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution
- Work onsite for financial/Banking customers to resolve any SL1 or SL2 issues.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
Related Job Searches:
- Company:
Interlink Network Systems Pte Ltd - Designation:
Solution Support Engineer - Profession:
Engineering - Industry:
Computer and IT