Technical Support Engineer

Job Description

About the Role: Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers. What you'll be responsible for? Provide support to internal / external customers while adhering to the set SLA parameters. Facilitate calls with customers to explain/resolve/address the issues raised to technical support team Perform initial troubleshooting, do analysis, test service flows to resolve customer’s concerns Collaborate / coordinate with backend teams in identifying / resolving customer issues. Capture and document all queries / concerns via the ticketing tool / email/ calls. Responding to customers via various communication channels and to provide timely revert / updates / notifications. Share periodic updates and feedbacks on regular basis. Maintain regular tracker(s) and publish reports to all stakeholders. Ensure 100% adherence to team’s and organizational processes. Time Management Ticket management Customer response and engagement Cross-functional communication and coordination Compliance and SOPs What you'd have? 2 to 5 years of experience, preferably in Telecom Domain Excellent communication (written & verbal) and interpersonal skills Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions Proactive, self-motivated and should be a team player Flexible to work in 24x7 environment Ability to plan and organize Why join us? Impactful Work: Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry. Tremendous Growth Opportunities : Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development. I nnovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated. Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees Show more Show less