role: sr. technical support engineer (team lead role)
location: gurgaon (wfo)
what you'll be responsible for?
- provide support to internal / external customers while adhering to the set sla parameters.
- 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 teams and organizational processes.
- time management
- ticket management
- customer response and engagement
- cross-functional communication and coordination
- compliance and sop
what you'd have?
- 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
- team handling experience is a must
why join us?
impactful work: play a pivotal role in safeguarding karix's 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 alongside a world-class team in a challenging and fun environment, where innovation is celebrated.
karix is an equal opportunity employer. we champion diversity and are committed to creating an inclusive environment for all employees
