Product Support Engineer

7 days ago

Thāne, Maharashtra, India Exotel Full time

About Us

Exotel is the emerging markets leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel's cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju's, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel's suite of a communication APIs, Ameyo's omnichannel contact centre (merger), and Cogno AI's conversational AI platform (acquisition) over the cloud. They're a $100 million Series D funded company with $60 million in ARR.

  • Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data stores.
  • We emphasize a lot on learning new tools and technologies.
  • We strive to bring the  best in class customers' experience.

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 them  towards 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) with 1-2 years of 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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