Jr. Contact Center Engineer

1. Technical Support

Troubleshoot and resolve customer issues via email, phone, chat, or ticketing systems.

Diagnose software, hardware, or network-related issues.

Reproduce customer issues and escalate unresolved problems to higher-level engineering teams.

2. Customer Communication

Maintain clear, professional, and empathetic communication with customers.

Keep customers informed about the status of their queries or technical problems.

Document solutions and best practices in a knowledge base.

3. Product Expertise

Gain a deep understanding of the company’s products and services.

Provide technical guidance and product recommendations based on customer needs.

Assist with onboarding and setup of products for new customers.

4. Collaboration

Work closely with development, QA, and product teams to resolve customer issues.

Provide feedback to product teams based on customer interactions.

Collaborate with sales or account managers for technical pre-sales support if needed.

5. Monitoring & Reporting

Monitor system performance and customer environments (where applicable).

Track recurring issues and suggest improvements or fixes.

Prepare reports on customer support metrics and product issues.

6. Process Improvement

Identify areas for improvement in support processes and tools.

Contribute to the development and refinement of support documentation.

Participate in support process audits and compliance checks.