Technical Support Engineer

Karix Mobile Pvt. Ltd.; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Karix Mobile Pvt. Ltd. in Bengaluru is seeking a customer support specialist to provide frontline assistance to customers, perform initial troubleshooting, and coordinate with backend teams to resolve service issues.

You will document queries via tickets, emails, and calls, respond across channels with timely updates, and maintain trackers and reports for stakeholders, all while following defined SOPs and SLAs in a 24x7 environment.

Qualifications

• Must have strong analytical mind and troubleshoot with customer focus.
• Ability to take independent decisions aligned with customer requirements.
• Proactive, self-driven team player and capable of working in a 24x7 environment.

Responsibilities

• Provide support to internal and external customers while adhering to defined SLA parameters.
• Facilitate calls with customers to explain, resolve, and address issues raised with the technical support team.
• Perform initial troubleshooting, analysis, and testing of service flows to resolve customer concerns.
• Collaborate with backend teams to identify and resolve customer issues.
• Capture and document all queries through ticketing tools, emails, and calls.
• Respond to customers via multiple channels and provide timely updates and resolutions.
• Maintain trackers and publish reports for stakeholders.
• Ensure adherence to team processes and SOPs.
• Manage multiple tickets and priorities efficiently.
• Enable cross-functional communication and coordination.

Skills

Analytical mindset

Customer-focused

Independent decision making

Team player

Time management

Planning & prioritization

Tools

Linux

MySQL

Oracle

Phoenix

Hive

Job description

• Provide support to internal and external customers while adhering to defined SLA parameters.
• Facilitate calls with customers to explain, resolve, and address issues raised with the technical support team.
• Perform initial troubleshooting, analysis, and testing of service flows to resolve customer concerns.
• Collaborate and coordinate with backend teams to identify and resolve customer issues.
• Capture and document all queries and concerns through ticketing tools, emails, and calls.
• Respond to customers via multiple communication channels and provide timely updates, notifications, and resolutions.
• Share periodic updates and feedback on a regular basis.
• Maintain trackers and publish reports for all stakeholders.
• Ensure 100% adherence to team and organizational processes.
• Manage time effectively while handling multiple tickets and priorities.
• Ensure efficient ticket management and customer engagement.
• Enable cross-functional communication and coordination.
• Follow compliance requirements and standard operating procedures (SOPs).

Knowledge and Skills

• Basic knowledge of Linux, MySQL, Oracle, Phoenix, and Hive.
• Strong analytical mindset with the ability to troubleshoot and solve issues with a customer-focused approach.
• Ability to take independent decisions while ensuring alignment with customer requirements.
• Proactive, self-motivated, and a strong team player.
• Flexible to work in a 24x7 environment.
• Strong ability to plan, organize, and prioritize work effectively.

Why Join Us?

• Impactful Work: Play a pivotal role in supporting and strengthening customer experience in a technology-driven environment.
• Tremendous Growth Opportunities: Be part of a rapidly growing organization with strong professional development opportunities.
• Innovative Environment: Work alongside a world-class team in a challenging and collaborative environment where innovation is encouraged.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.

a Tanla company is a strategic growth partner to enterprises, enabling meaningful, secure, and scalable customer engagements across the most trusted and emerging communication channels. With a future-forward mindset, agile execution, and a 25+ year legacy of innovation, we drive outcomes - not just outputs.

Oberoi Commerz II, 25th Floor, International Business Park, Oberoi Garden City, Off Western Express Highway, Goregaon East, Mumbai - 400063.