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Resident Support Engineer
Exotel
posted 17d ago
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Flexible timing
Key skills for the job
Job Description
- 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"
- 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.
- SIP/VOIP Understanding.
- Contact center domain experience
Employment Type: Full Time, Permanent
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What Exotel employees are saying about work life
based on 110 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Exotel Benefits
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