Technical Support Intern

Exotel; Bengaluru Urban; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Exotel, a leading cloud-based customer engagement platform, is seeking a support-oriented engineer to analyze and resolve customer tickets, simulate issues, and become a champion of Exotel’s tools and troubleshooting procedures.

The role requires independence, the ability to work across teams, and a willingness to work in shifts to meet SLAs. A strong foundation in SQL, APIs, and Linux CLI will help you succeed.

Qualifications

• Engineering degree or equivalent required.
• Strong SQL knowledge and API understanding.
• Ability to analyze and resolve highly technical problems.
• Willing to work in shifts.

Responsibilities

• In Depth Analysis and resolution of customer tickets.
• Simulate customer issues to find solutions and fixes.
• Champion Exotel products and troubleshooting procedures.
• Collaborate with Customer Happiness, Customer Success, Sales, Product, Engineering teams.
• Be curious and explore newer, better ways to resolve issues.

Skills

DBMS/RDBMS

SQL

APIs

Linux CLI

Coding basics

Independent work

Communication

Education

Engineering degree or equivalent

Tools

Linux

Job description

Exotel is a leading full-stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations daily for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, Exotel's omnichannel contact centre, communication API suite, and conversational AI platform help some of the fastest-growing businesses in emerging countries manage customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.

Job Role:

• In Depth Analysis and resolution of customer tickets
• Simulate Customer Issues to find solutions and fixes to customer Issues /Enquiries
• Gaining thorough understanding of Exotel Products - Be a champion of Exotel-specific tools and troubleshooting procedure
• Collaborate, work alongside and build mutually beneficial relationships with other teams (Customer Happiness, Customer Success, Sales, Product, Engineering).
• "Be Curious" all the time to "keep exploring" newer and better ways to resolve customer Issues.

Skills:

• Should have an engineering equivalent degree.
• Good in DBMS, RDBMS, Linux CLI Tools, SQL and API
• Able to work independently and efficiently to meet deadlines and SLAs.
• Able to promptly answer & support-related phone calls, chat & emails
• Willing to work in shifts
• Ability to analyse, research and solve highly technical and unique problems.
• Good in writing sql queries and coding language is good to have