Technical Support Engineer

About the Role :

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 customer issues.

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 all stakeholders.

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

What you'd have?

2 to 5 years of experience, preferably in Telecom Domain

Excellent communication (written & verbal) and interpersonal skills

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

Why join us?

Impactful Work :

Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry.

Tremendous Growth Opportunities : Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.

I nnovative Environment :

Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees