Job Scope:
Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers.
You'll be Responsible for ?
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Provide support to internal / external customers while adhering to the set SLA parameters.
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Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
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Perform initial troubleshooting, do analysis, test service flows to resolve customer’s concerns
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Collaborate / coordinate with backend teams in identifying / resolving customerissues.
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Capture and document all queries / concerns via the ticketing tool / email/ calls.
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Responding to customers via various communication channels and to provide timely revert / updates / notifications.
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Share periodic updates and feedbacks on regular basis.
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Maintain regular tracker(s) and publish reports to allstakeholders.
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Ensure 100% adherence to team’s and organizational processes.
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Time Management
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Ticket management
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Customer response and engagement
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Cross-functional communication and coordination
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Compliance and SOPs
What you'd have ?
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Graduate or Post graduate (BSc, B.E/B.Tech)
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2 to 5 years of experience, preferably in Telecom Domain
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Excellent communication (written & verbal) and interpersonalskills
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Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive
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Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions
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Proactive, self-motivated and should be a team player
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Flexible to work in 24x7 environment
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Ability to plan and organize
Why Join us?
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Impactful Work: Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
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Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
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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
www.tanla.com