TECHNICAL SUPPORT ENGINEER
Location
Mumbai, Maharashtra 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
