IT Support Engineer / Technical Support Engineer

Job Description

Role Overview:As a Technical Support Engineer at Karix, you will be responsible for providing technical support to clients/customers, including troubleshooting, online testing, and problem solutions. You will play a crucial role in safeguarding Karixs assets, data, and reputation in the industry.Key Responsibilities:- 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 the technical support team.- Perform initial troubleshooting, conduct analysis, and 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.- Respond to customers via various communication channels and provide timely updates/notifications.- Share periodic updates and feedback on a regular basis.- Maintain regular trackers and publish reports to all stakeholders.- Ensure 100% adherence to team and organizational processes.- Manage time effectively, handle ticket management, customer response and engagement, cross-functional communication, and coordination, as well as compliance with SOPs.Qualifications Required:- 2 to 5 years of experience, preferably in the Telecom Domain.- Excellent communication (written & verbal) and interpersonal skills.- Basic knowledge of Linux, MySQL, Oracle, Phoenix, and Hive.- Analytical mindset to solve issues with a focus on client/customer requirements while being able to make independent decisions.- Proactive, self-motivated, and a team player.- Flexible to work in a 24x7 environment.- Ability to plan and organize effectively.About the Company:Karix is an equal opportunity employer that champions diversity and is committed to creating an inclusive environment for all employees. Join Karix to be part of a rapidly growing company in the telecom and CPaaS space, with tremendous growth opportunities and an innovative work environment where innovation is celebrated. Role Overview:As a Technical Support Engineer at Karix, you will be responsible for providing technical support to clients/customers, including troubleshooting, online testing, and problem solutions. You will play a crucial role in safeguarding Karixs assets, data, and reputation in the industry.Key Responsibilities:- 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 the technical support team.- Perform initial troubleshooting, conduct analysis, and 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.- Respond to customers via various communication channels and provide timely updates/notifications.- Share periodic updates and feedback on a regular basis.- Maintain regular trackers and publish reports to all stakeholders.- Ensure 100% adherence to team and organizational processes.- Manage time effectively, handle ticket management, customer response and engagement, cross-functional communication, and coordination, as well as compliance with SOPs.Qualifications Required:- 2 to 5 years of experience, preferably in the Telecom Domain.- Excellent communication (written & verbal) and interpersonal skills.- Basic knowledge of Linux, MySQL, Oracle, Phoenix, and Hive.- Analytical mindset to solve issues with a focus on client/customer requirements while being able to make independent decisions.- Proactive, self-motivated, and a team player.- Flexible to work in a 24x7 environment.- Ability to plan and organize effectively.About the Company:Karix is an equal opportunity employer that champions diversity and is committed to creating an inclusive environment for all employees. Join Karix to be part of a rapidly growing company in the telecom and CPaaS space, with tremendous growth opportunities and an innovative work environment where innovation is celebrated.

Keyskills :
LinuxMySqlOracleHive