Product Support Engineer (Mumbai)

Exotel Techcom Pvt Ltd; Mumbai; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Travel and accommodation for training

Job summary

Exotel Techcom Pvt Ltd in Mumbai is seeking a Customer Support Representative for their Ameyo product. The role involves resolving customer inquiries through calls, tickets, and chats. Ideal candidates should have 1-4 years of experience in tech support, familiarity with Linux and SQL, and excellent communication skills. The position promises a dynamic work environment with on-the-job learning and a possible 24x7 work schedule. Post joining, candidates will undergo training in Gurgaon.

Qualifications

• 1-4 years of experience in tech/product support.
• Strong knowledge of Linux, databases, and networking.
• Experience in a Product Support role for high-tech products.

Responsibilities

• Respond to customer inquiries through various communication channels.
• Simulate customer issues and provide solutions.
• Own customer issues through to resolution.

Skills

Problem-solving

Linux CLI tools

SQL writing

Excellent communication

Education

B.Tech./ BSc or equivalent

Tools

PostgreSQL

Job description

About Us

Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.

• 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?

Must-haves

• A passionate problem solver (B.Tech./ BSc or equivalent) with 1- 4 yearsof 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.

Good-to-haves

• SIP/VOIP Understanding.
• Contact center domain experience

Please note, after 1 month of joining, REs will be required to travel to Gurgaon (GGN) for 2 months of training. Travel and accommodation will be arranged by Exotel.

The client is HDFC Securities Bank Next to Kanjur Marg, Railway Station (East),. Kanjur Marg (E), Mumbai - 400 042.