TECHNICAL SUPPORT ENGINEER

Location

Gurgaon, Haryana IN

Department

Customer Success

Job Role

Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers.

What you'll be responsible for?

  • Provide support to internal / external customers while adhering to the set SLA parameters.
  • Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
  • Perform initial troubleshooting, do analysis, test service flows to resolve customer’s concerns
  • Collaborate / coordinate with backend teams in identifying / resolving customerissues.
  • Capture and document all queries / concerns via the ticketing tool / email/ calls.
  • Responding to customers via various communication channels and to provide timely revert / updates / notifications.
  • Share periodic updates and feedbacks on regular basis.
  • Maintain regular tracker(s) and publish reports to allstakeholders.
  • Ensure 100% adherence to team’s and organizational processes.
  • Time Management
  • Ticket management
  • Customer response and engagement
  • Cross-functional communication and coordination
  • Compliance and SOPs

Qualification and other skills

Graduate or Post graduate (B.E/B.Tech)

What you'd have?

  • 2 to 5 years of experience, preferably in Telecom Domain
  • Excellent communication (written & verbal) and interpersonalskills
  • Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive
  • Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions
  • Proactive, self-motivated and should be a team player
  • Flexible to work in 24x7 environment
  • Ability to plan and organize

Why join us?

  • Impactful Work: Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
  • Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
  • Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated. Tanla is an equal opportunity employer.

We champion diversity and are committed to creating an inclusive environment for all employees


https://www.tanla.com

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