Technical Support Engineer

Location

Chennai | India

Job description

Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers.

• 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

Graduate or Post graduate (B.E/B.Tech)

• 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

• Impactful Work: Play a pivotal role in safeguarding Tanlas 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.

• Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated. Tanla is an equal opportunity employer

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