Production Support -AI"> Production Support -AI

About Us

Exotel is the emerging market s 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.

Location: Bangalore

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Ask customers targeted questions to understand the root of the problem quickly

• Track computer system issues through to resolution, within agreed time limits

• Talk clients through a series of actions, either via phone, email, or chat, until they ve solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

• Prepare accurate and timely reports

• Document technical knowledge in the form of notes and manuals

• Maintain jovial relationships with clients

What are we looking for?

The following are the important eligibility requirements for this Job:

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Basic knowledge of Python, Java, and SDLC

• Basic knowledge of APIs

• Familiar with tools like SFDC, Freshdesk, Postman, and GIT

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Bachelor s degree in Information Technology, Computer Science, or relevant field.

• Excellent communication and interpersonal abilities.

• Ability to work effectively in a fast-paced environment and collaborate with cross-functional teams.

• Works in rotational shifts.

If you meet the above criteria and are passionate about leveraging technology to drive impactful solutions, we encourage you to apply for the position of Product Support Engineer at Exotel.