Tech Support Engineer - L1
Tech Support Engineer - L1
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Tech Support Engineer - L1
About Exotel
Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011 Exotels 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 Byjus Urban Company HDFC Bank Zomato Oyo etc.) manage their customer engagement with Exotels suite of communication APIs Ameyos omnichannel contact centre (merger) and Cogno AIs conversational AI platform (acquisition) over the cloud. Theyre a $100 million Series D funded company with $60 million in ARR.
Job Description:
- In Depth Analysis and resolution of customer tickets
- Simulate Customer Issues to find solutions and fixes to customer Issues /Enquiries
- Gaining thorough understanding of Exotel Products
- Be a champion of Exotel-specific tools and troubleshooting procedure
- Collaborate work alongside and build mutually beneficial relationships with other teams (Customer Happiness Customer Success Sales Product Engineering).
- Be Curious all the time to keep exploring newer and better ways to resolve customer Issues.
Must Have Skills:
- Should have an engineering / BSc / equivalent degree with 1-3 years of relevant work experience
- Able to work independently and efficiently to meet deadlines and SLAs.
- Able to promptly answer & support-related phone calls chat & emails
- Self-motivated detail-oriented and organized.
- Ability to analyse research and solve highly technical and unique problems.
- Excellent communication & troubleshooting skills.
- A good command of Linux CLI tools
- Good in writing sql queries
- Good in at least one scripting language like PHP Python
- Willing to work in rotational shifts - (24/7 Support)
Employment Type
Full-Time
