Technical Support Engineer

Company: Karix Mobile Private Limited

Job Title: Technical Support Engineer - I / II

Department: IT & Operations

Location: Bengaluru / Gurgaon / Navi Mumbai

Job Scope:

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

Job Responsibilities:

- Provide support to internal / external customer while adhering to the set SLA parameters.

- Carryout initial troubleshooting, replicate, test and resolve incidents that were logged by customers.

- Monitor key accounts performance and take proactive measures .

- Ensure apt utilization of platform resources with optimum performance outputs.

- Collaborate / coordinate with other teams in identifying / resolving customer issues.

- Capture and document all queries / concerns via the ticketing tool / email / other available means.

- Responding to customers via various communication channels and to provide timely revert / updates / notifications.

- Maintain regular tracker(s) and publish reports to all stakeholders.

- Ensure 100% adherence to teams and organizational processes.

- Time accounting

- Ticket management

- Customer response and engagement

- Cross-functional communication and coordination

- Compliance and SOPs

Qualification and Experience:

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

- 0-4 years of experience, preferably in Telecom Domain

Knowledge and Skills:

- Excellent communication (written & verbal) and interpersonal skills

- 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