System Support Engineer L-1

About Contegris

Contegris is a leading Saa S 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, Whats App 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 / Help Desk 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.

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