Tech Support Engineer - L1 at Exotel Techcom Pvt Ltd

Tech Support Engineer - L1 

About Exotel

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 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.

Job Description: 

• 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.

Must Have Skills: 

• Should have an engineering / BSc / equivalent degree with 1-3 years of relevant work experience
• Able to work independently and efficiently to meet deadlines and SLAs.
• Able to promptly answer & support-related phone calls, chat & emails
• Self-motivated, detail-oriented and organized.
• Ability to analyse, research and solve highly technical and unique problems.
• Excellent communication & troubleshooting skills.
• A good command of Linux CLI tools
• Good in writing sql queries
• Good in at least one scripting language like PHP, Python
• Willing to work in rotational shifts - (24/7 Support)