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Technical Support Engineer
1 month ago
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 teamPerform initial troubleshooting, do analysis, test service flows to resolve customer’s concernsCollaborate / 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 ManagementTicket managementCustomer response and engagementCross-functional communication and coordinationCompliance and SOPsWhat you'd have?2 to 5 years of experience, preferably in Telecom DomainExcellent communication (written & verbal) and interpersonal skillsBasic knowledge of Linux, MySql, Oracle, Phoenix and HiveAnalytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisionsProactive, self-motivated and should be a team playerFlexible to work in 24x7 environmentAbility to plan and organizeWhy 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.Innovative 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
