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?

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