Tech Support Intern

As a Customer Support Engineer at Exotel, your primary responsibility will be to provide in-depth analysis and resolution of customer tickets. You will be required to simulate customer issues to identify solutions and fixes for customer inquiries. It is essential to gain a thorough understanding of Exotel products and become a champion of Exotel-specific tools and troubleshooting procedures. Additionally, you will collaborate with various teams including Customer Happiness, Customer Success, Sales, Product, and Engineering to build mutually beneficial relationships. Your curiosity and continuous exploration of newer and better ways to resolve customer issues will be highly valued. Key Responsibilities: - Analyze and resolve customer tickets with a focus on thorough investigation and problem-solving - Simulate and identify solutions for customer issues and inquiries - Master Exotel products and tools to efficiently address customer concerns - Collaborate with cross-functional teams to enhance customer engagement and satisfaction - Maintain a proactive and curious mindset to explore innovative problem-solving approaches Qualifications Required: - Bachelor's degree in Engineering, BSc, or equivalent with 0-2 years of relevant work experience - Ability to work independently, meet deadlines, and adhere to SLAs - Proficient in answering and supporting customer queries via phone, chat, and email - Willingness to work in shifts with self-motivation and organizational skills - Strong analytical, research, and problem-solving capabilities - Excellent communication and troubleshooting skills - Proficiency in Linux CLI tools and writing SQL queries - Familiarity with at least one scripting language like PHP or Python About Exotel: Exotel is a leading full-stack customer engagement platform and a business-focused virtual telecom operator. With a virtual telecom operator license, Exotel offers cost-effective VoIP telephony services, ensuring compliance as a cloud calling operator. The company's cloud-based product suite facilitates over 70 million daily conversations for 6000+ businesses across India, Southeast Asia, the Middle East, and Africa. Exotel's omnichannel contact center, communication API suite, and conversational AI platform empower fast-growing businesses in emerging markets to enhance customer engagement. With a $50 million ARR and recent $100 million Series D funding, Exotel continues to innovate and drive customer success. (Note: The additional details of the company have been included for better context.),