Customer Support Executive

About OttoCall

OttoCall is a rapidly growing provider of innovative cloud-based communication solutions, including virtual phone systems, VoIP services, and tools designed to help businesses of all sizes manage and optimize their calls. We are committed to delivering reliable, high-quality, and feature-rich products with exceptional customer service.

Job Responsibilities:

The Customer Support Executive will be the first point of contact for OttoCall customers, providing technical assistance and resolving issues related to our VoIP platform, virtual phone numbers, and call management features. This role requires a blend of technical aptitude, excellent communication skills, and a passion for helping customers succeed with our product.

Key Responsibilities

● Customer Communication: Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring a high level of customer satisfaction.

● Technical Troubleshooting: Diagnose and resolve technical issues related to VoIP connections, call quality, feature configuration (IVR, call forwarding, voicemail), and mobile/desktop app usage.

● Account Management: Assist customers with account setup, feature activation, billing inquiries, and service modifications.

● Product Expertise: Maintain a deep understanding of the OttoCall platform, including all new features and updates, to effectively educate customers.

● Documentation: Accurately log, track, and document all customer interactions, technical issues, and resolutions in the CRM/ticketing system.

● Escalation: Collaborate with Tier 2 Support and Development teams to escalate and resolve complex technical problems.

● Feedback Loop: Collect and relay customer feedback to the Product Development team to inform future product improvements.

Qualifications

Required

● Qualification: Graduation in related fields

● Experience: Minimum of 1-2 years of experience in a customer-facing role, preferably in technical support, IT helpdesk, or a B2B SaaS environment.

● Technical Knowledge: Foundational understanding of VoIP, SIP, and cloud communication technologies is highly desirable.

● Communication Skills: Exceptional written and verbal communication skills in English, with the ability to explain complex technical concepts clearly and concisely.

● Problem-Solving: Proven ability to analyze situations, troubleshoot problems, and determine effective solutions quickly.

● Tool Proficiency: Experience working with CRM systems (e.g., Salesforce, HubSpot) and Help Desk softwares.

Able to work in night shifts.

Preferred

● Experience supporting virtual phone systems or call center software specifically.

● Familiarity with network diagnostics tools and concepts.

● A bachelor’s degree in a relevant field (IT, Communications, etc.) or equivalent practical experience.

How to Apply

Interested candidates should submit their resume to hr@goexcl.com

Visit :https://ottocall.com/

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person