Technical Support Specialist (CPaaS)

On-site | Technology | Full-time | Cpaas Tech Support | 3-7 Years

Mohali

Provide support to internal / external customers while adhering to the set SLA parameters.
Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers.
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 customers concerns.
Collaborate / coordinate with backend teams in identifying/ resolving customer issues.
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 all stakeholders.
Ensure 100% adherence to team sand 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).
Experience preferably in Telecom Domain.
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.
Ability to planand organize.

Impactful Work: Play a pivotal role in safe guarding 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 along side a world-class team in a challenging and fun environment, where innovation is celebrated.

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