Product Support Engineer

3 weeks ago

Thane, India Exotel Full time

Job Description In this role you will - Need to have a thorough understanding of Ameyo Contact Center Product and its features - Respond to customer inquiries and technical problems through call,ticketing and chat systems. - Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries - Understanding the coverage/impact of an issue - Take ownership of customer issues through to resolution - including troubleshooting, internal communication and take themtowards logical conclusion along with the RCA - Stay in the forefront of customer communications to address issues - Have to have a thorough understanding of Ameyo Product, features and use cases. - Learn Ameyo New product/feature releases and master them quickly. - Be Curious all the time to keep exploring newer and better ways to create Awesome customer experience What makes you fit Must-haves - A passionate problem solver (B.Tech./ BSc or equivalent) with1-2 yearsof overall work experience in tech/product support. - A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking) company. - Able to work independently and efficiently to meet deadlines and SLAs. - Able to promptly answer support-related phone calls, chat & emails. - Willingness to work in follow the sun(24x7)model. - A good command of Linux CLI tools with knowledge and troubleshooting skills on Linux, networking etc. - Hands-on on database and sql,good in writing sql queries - Ability to analyze, research and solve highly technical and unique problems. - Excellent verbal and written communication skills. - Self-motivated, detail-oriented and organized. Good-to-haves - SIP/VOIP Understanding. - Contact center domain experience

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