About Company:

We are the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator.

Our cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Our powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa.

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud.

Roles and Responsibilities:

• “Be Curious” all the time to “keep exploring” newer and better ways to create “Awesome customer experience”
• Respond to customer inquiries and technical problems through call, ticketing and chat systems.
• Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries
• Understanding the coverage/impact of an issue
• Take ownership of customer issues through to resolution – including troubleshooting, internal communication and take them towards logical conclusion along with the RCA
• Stay in the forefront of customer communications to address issues
• Learn Ameyo “New product/feature” releases and master them quickly.

Skills:

• Linux
• Networking
• Database

Requirements:

• A passionate problem solver
• A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking) company.
• Able to work independently and efficiently to meet deadlines and SLAs.
• A good command of Linux CLI tools with knowledge and troubleshooting skills on Linux, networking etc.
• Hands-on on database and sql, good in writing sql queries
• Ability to analyze, research and solve highly technical and unique problems.
• Excellent verbal and written communication skills.
• Self-motivated, detail-oriented and organized.
• SIP/VOIP Understanding.

Interview Details:

• 1st – Tech Round (Virtual)
• 2nd – Hiring Manager round (Virtual)
• 3rd – HR round (Virtual)