BroadSoft Corp (http://www.broadsoft.com) is a world leader in VoIP
networking. Our R&D center in Guindy, Chennai is looking for an
outstanding Cloud Support Engineer to provide customer support incident
management for our Software As A Service (SaaS) Cloud applications to our
service providers. The ideal candidate will have excellent Linux/Network
skills, sufficient technical credentials, and most importantly, a
responsive, consultative approach to addressing customer needs.
Responsibilities
* Creates an excellent customer experience for all accounts, by
anticipating and resolving customer issues in a manner that exceeds the
customer expectations.
* Documents bugs, writes field notes, product bulletins, and support
documentation, and also captures ideas and requirements that will improve
our products and services.
* Acts as the customer?s advocate with individuals and organizations within
Company.
* Listens carefully for customer feedback by monitoring customer
interaction workspaces and other online environments.
* Communicates regularly with the customer to evaluate satisfaction and
preemptively identify possible customer incidents.
* Coordinates with technical personnel as needed to meet customer needs,
while managing customer expectations to prevent overload or missed
deadlines.
* Develops cloud support services best practices in support of customer
tier 1 support structures.
Requirements
* 3+ years experience in technical services, networking, or other services
discipline
* Must have excellent communication skills
* Experience with transport layer protocols TCP and UDP, and the
application layer protocols SIP, and HTTP or can demonstrate knowledge of
other protocols at these layers and the ability to learn.
* Good experience with Linux,
* Some experience with Java and PHP based applications
* Familiarity with MySQL.
* Web services and application familiarity with Apache, Tomcat.
* Worked with open source applications
* Analytical troubleshooting and data gathering methodology and experience
* Savvy about online collaboration
* Energized by achieving customer satisfaction and success.
* A passion for collaboration and a deep understanding of the technology
and sociology involved in working enterprise customers
* Driven to create success in difficult situations, through brilliant
problem solving, communication, and relentless persistence.
* Poised and steadfast in all situations.
If interested, please email resume to umarulneeki at broadsoft.com with the
Subject "Chennai LUG : Cloud Support Engineer"
