About the Role
The Call Center runs on technology. Every missed call, login issue, CRM error or telephony outage directly impacts patients and business. We're looking for someone who enjoys solving problems quickly, coordinating with multiple vendors, and keeping systems running smoothly. You will be the single point of contact for all technology-related issues within the call center.
What You'll Do
1. Provide first-line technical support for all call center users, desktops, laptops, printers and IP phones.
2. Support and troubleshoot CRM, cloud telephony, PRI lines, WhatsApp platforms and call center applications.
3. Install, configure and maintain Windows desktops, software and user devices.
4. Manage user accounts, access rights, Active Directory and basic Microsoft 365 administration.
5. Troubleshoot basic networking issues (LAN, Wi-Fi, TCP/IP, DNS, DHCP).
6. Perform routine health checks, preventive maintenance and basic Windows server monitoring.
7. Coordinate with IT vendors, telecom providers and software partners to ensure timely issue resolution.
8. Maintain IT assets, documentation and issue logs while ensuring maximum system uptime.
KRA Expected Outcome
Call Center Technology Support Fast resolution of daily technical issues
CRM Support Smooth functioning of CRM for all users
Cloud Telephony Maximum uptime for calling operations
Vendor Coordination Faster issue resolution with external partners
User Management Timely creation and maintenance of user access
Incident Management Proper logging, tracking and closure of issues
Preventive Maintenance Identify recurring issues and reduce repeat incidents
Documentation Maintain SOPs and issue knowledge base
Ideal Experience
We're looking for someone who has worked with one or more of the following:
1. CRM platforms
2. Cloud Telephony
3. PRI Lines / Call Center Telephony Services
4. WhatsApp Business/API platforms
5. Basic networking and internet troubleshooting
6. Windows systems and user administration
7. Vendor management
8. Basic understanding of APIs and integrations is a bonus
What We're Looking For
1. Calm under pressure
2. Quick problem solver
3. Takes ownership until the issue is closed
4. Good communication skills
5. Organized and process-oriented
6. Comfortable working with multiple vendors simultaneously
7. Understands that every minute of downtime matters
Pay: From ₹30,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
Application Question(s):
- Years of Experience in CRM
Work Location: In person
