Responsible for troubleshooting the technical queries of the client.

What You’ll be Responsible for?

• Interact & work closely with internal support team members of L1/L2/L3.
• Supposed to maintain rigorous monitoring & customer support standards to be maintained looking at timely service/product issues & the way they are being handled for quicker resolution time.
• He/She should be able to provide floor support & forecast issues based on system issues and handle escalations effectively. Ideally candidate should be willing to work in rotational shifts/weekly offs.
• He / She should be able to formulate training sessions, product documents, make reports and weekly release notes to support team.
• Manage the SMS platforms, Linux Servers and Web Servers
• Responsible for taking control, diagnosing and troubleshoot basic technical issues of end user
• Provide support in managing operator connectivity
• Communicate with customers via phone and email to troubleshoot and offer timely updates and respond to queries
• Ensure proper recording and closure of all issues
• Additionally, provide E-mail support and respond to customer emails and call support by responding to customer calls
• Customer service orientation
• Flexible to work in 24*7 environment

What you’d have?

• 6 - 10 years of experience in technical - customer service profile preferably in Telecom (SMS) Domain
• Graduate or Post Graduate (BE/ B.Tech/MCA)
• Excellent communication in Hindi and English (written & verbal) and interpersonal skills
• Knowledge of Basic Shell / Perl scripting
• Understanding of Linux environment
• Knowledge of entry level database and understanding of PostgreSQL/MySQL is essential
• Experience in working on webservers like JBoss, Apache and Tomcat

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 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.

https://www.tanla.com