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

What 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 raise trouble tickets
• 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 support 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 events

What you’d have?

• Graduate or Post graduate (B.E/B.Tech)
• 0-4 years of, preferably in Telecom
• In-depth knowledge about MYSQL, Linux (Application Support)
• 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'd 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'll 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.

https://www.tanla.com