TECHNICAL SUPPORT ENGINEER

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)

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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 ‍