You’ll be Responsible For?

Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)

• Attend and acknowledge each customer call/mail
• Responsible to create and manage Karix build products and services
• Collect all the required information as per the checklist
• Perform basic level troubleshooting for resolving customer issues
• Collaborate in investigating issue during escalations
• Assist in resolution of technical/non-technical issues faced by customers
• Provide timely updates to customers and 100% documentation (RCA) on all the resolutions
• Ensure 100% adherence to Provisioning processes:

a. Time accounting

b. Ticket management

c. Review of backlogs owned on a shift basis so as to make them close to zero.

d. Review of owned incidents that are completed and need to be closed.

e. Follow-up with customers on the solution provided.

f. Review customer feedback with a view to improving and enhancing support quality

g. Replicate, test and resolve incidents that were logged by customers

h. Ensure proactive communication on the known actions or event

You’d have ?

• Good knowledge about MYSQL in writing and executing the queries, basic knowledge of Linux (Application Support)
• Good knowledge in MS office like excel, word and power point presentation
• Having exposure in working in any of the CRM tool like JIRA, Freshnow and Freshdesk
• Having basic knowledge on HTTP APIs, Talend API or Postman tool
• Analytical mindset to solve issues with focus on client/customer requirement
• Ability to take independent decisions 
• Proactive, self-motivated, and flexible to work in 24x7 environment
• Takes initiative and accountability
• Team Player
• Ability to plan and organize 
• Excellent communication in English (written & verbal) and interpersonal skills  

Why join us?

We thought you would never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:

• Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.

• World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.

We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

www.tanla.com