Job Description
Location: Mumbai,Maharashtra,India
About Us
Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel 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. They’re a $100 million Series D funded company with $60 million in ARR.
- Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data stores.
- We emphasize a lot on learning new tools and technologies.
- We strive to bring the best in class customers’ experience.
In this role you will?
- Need to have a thorough understanding of our Contact Center Product and its features
- 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
- Have to have a thorough understanding of Ameyo Product, features and use cases.
- Learn "New product/feature" releases and master them quickly.
- "Be Curious" all the time to "keep exploring" newer and better ways to create "Awesome customer experience"
What makes you fit?
Must-haves
- A passionate problem solver (B.Tech./ BSc or equivalent) with 1-2 years of overall work experience in tech/product support.
- 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.
- Able to promptly answer support-related phone calls, chat & emails.
- Willingness to work in follow the (24x7) model.
- 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.
Good-to-haves
- SIP/VOIP Understanding.
- Contact center domain experience
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