Product Support Engineer

• 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 Ameyo 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 Ameyo "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?

• 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 sun

  (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.

• SIP/VOIP Understanding.
• Contact center domain experience